Jira Freshdesk Integration

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Data Types: Tickets / Issues

Jira Freshdesk Integration with ZigiOps

A prevalent scenario is when a company wants to sync helpdesk operations with DevOps. Here is an example of how ZigiOps can help you automate the data flow between two of the most famous ITSM and DevOps tools – Jira and Freshdesk.

The service desk team receives a new ticket in Freshdesk. They check the issue and find out that it is coming from a software bug. This means they need to forward it to the development team, i.e., log it into your Jira account.  

With ZigiOps, the entire process is automated. The integration platform instantly extracts all data from the Freshdesk ticket and logs it in Jira.

The service desk team does not need to do any manual work, and the DevOps team gets the necessary details in real-time. As a result, they communicate quickly and efficiently without the need to use any additional applications.

ZigiOps synchronizes all log files, comments, notes, traces, or other attachments. Everything is updated instantly in both directions – if there are any changes in the Freshdesk ticket, ZigiOps updates Jira issues, and vice versa.  

Once the development team (or engineering team) fixes the issue, ZigiOps instantly updates the ticket in Freshdesk. The end customer automatically gets a notification that their problem is resolved. With this integration, you quickly eliminate communication bottlenecks and silos, speed up the resolution of critical issues, improve your team’s workflow, and boost customer satisfaction.

Challenges for Jira and Freshdesk Users

Freshdesk is a feature-rich cloud-based customer support software that offers multiple support channels, including live chat, email, phone, and social media.

Jira allows DevOps teams to easily manage and track projects and tasks and is one of the most popular tools for agile development.

Both tools are often used together in companies, and if they are not synchronized, you risk creating silos and miscommunication between teams. A Freshdesk Jira integration will help you avoid errors and bottlenecks caused by manual data transfer.

How to solve it with Jira Freshdesk integration

ZigiOps allows for seamless end-to-end data flow between Freshdesk and Jira. You can set up your integration in minutes and sync issues, tickets, notes, custom fields, and more.

You need zero coding knowledge and can easily customize field mapping and filtering to fit the integration to your specific use case. Integrate Freshdesk and Jira to boost efficiency, automate ticket creation and handling, and improve root cause analysis.

Features of the Freshdesk Jira Integration

Jira is a widespread DevOps tool used by many organizations. It allows for collaborative work between team members and can be integrated with Freshdesk to make managing issues easier.

Here are some of the features of the Freshdesk Jira integration:

Ensures That Customer Issues and Dev Team Are On The Same Page

Developers and service desk teams can effortlessly view, manage, and communicate issues. Additionally, issues can be assigned to team members, or deadlines can be set.

Your team will be better equipped to handle and manage any customer’s existing issues. Your team will be able to make priorities of customers’ issues, and they will also be able to create private notes to track issues that may be recurring.

The major caveat of this integration model is that customer requests are no longer lost in the cracks in a product team’s workflow. Instead, your team will be able to associate customer requests with existing issues effortlessly.

Communication Is Effortless, Leading To Faster Resolutions

Issues are automatically created as tickets in Jira, making it easy to search and find information. In addition, team collaboration is enhanced with comments, labels, and rich text fields.

An all too familiar scenario that plays out with customers and the product team is communication. With the Freshdesk Jira integration, customer issues get resolved faster.

This newfound collaboration of loading data and sharing any Freshdesk issue helps to efficiently resolve any product bug or feature requests that ultimately will arise.

Users can also have custom statuses on the Freshdesk mapped to the ticket status on Jira priority. In addition, the developer can add a comment to other Freshdesk agents.

Sync Properties Effortlessly

ZigiOps uses the Jira and Freshdesk APIs to connect the two easy and fast. In addition, you will be able to link all public notes, status updates, current projects, and tickets within the Freshdesk account.

• Poll Azure for new tasks every for 60 seconds
• Transform Azure tasks to Jira tasks based on the mapping
• Create new Jira task in ZigiOps

• Poll Jira tasks every 60 seconds
• Transform Jira task updates to the Azure task based on the mapping
• Update the corresponding Azure task based on the mapping
• Add comment to the Azure task for the new comment of the Jira task if any

• Poll Azure for changes on task item every 60 seconds
• Transform Azure task updates to the Jira task based on the mapping
• Update the corresponding Jira task based on the mapping
• Add Comment to the Jira task for the new comment of the Azure task if any

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