Freshservice Jira integration

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Data Types: Tickets / Incidents/ Service Requests / Issues

Freshservice (Tickets) → Jira (Issues)

Freshservice Jira integration Case

Combining an IT Service Management (ITSM) system with a DevOps system holds immense potential for organizations seeking to optimize their IT operations. This integration enhances collaboration by bridging the gap between traditionally distinct IT teams, fostering open communication and shared objectives. It also streamlines incident management, allowing DevOps teams to swiftly address critical issues affecting IT services. The synergy provides a comprehensive view of the IT landscape, enabling proactive issue detection and performance monitoring.

Utilizing a comprehensive no-code platform like ZigiOps, allows the effortless synchronization between Freshservice’s IT service and Jira’s DevOps departments. It all takes just a few clicks to establish a safe and successful connection between the two and to begin the seamless transfer of data between them. But let’s take a closer look into one of the most common Freshservice Jira integrations. It revolves around transferring Freshservice tickets to Jira as incidents.  

A company uses both Freshservice and Jira. Freshservice’s team receives a notification about а newly created incident. Upon investigating it, the team decided that it was best to transfer it to the DevOps team on Jira’s side for further root cause analysis and remediation

Without a proper connection between the two ITSM and DevOps platforms, employees will have to manually log the Freshservice incident as a ticket in Jira’s instance. As a result, inconsistent and faulty data may occur, alongside bottlenecks and slowdowns.  

When used, ZigiOps quickly establishes a successful and reliable connection between Freshservice and Jira. ZigiOps will instantly fetch the Freshservice ticket (be it incidents or service requests) and log it directly into the Jira instance as an issue.

From there on, the DevOps team will be able to immediately start working on it. Since ZigiOps makes the Freshservice Jira integration bi-directional, any updates from the DevOps side will immediately be present on the Freshservice side. This helps the IT service desk team have a clear picture of the resolution progress of the incident. When the developers resolve it, customers also receive a notification.

Why ZigiOps?

Why choose ZigiOps for your Freshservice Jira integration?

Jira is one of the most popular DevOps solutions today. Freshservice, on the other hand, is a well-know name in the ITSM fields. That’s why IT teams often decide to use them both in their day-to-day work. This means, that the systems are present in almost every modern-day enterprise. A multi-layer DevOps solution, Jira is used for handling Freshservice-generated incidents before they escalate and affect the end user.  

To no surprise, although Jira and Freshservice are widely popular, most companies realize the need for integrating them at a very later stage of their business. The consequences of this vary – from siloed IT processes and operations, to recessed workflows and lack of clear communication. That inevitably backfires on the overall team performance as well as disrupting the stable business-customers relationship.  

With a Freshservice Jira integration in place, all of the above-mentioned problems are eliminated instantly. The teams (DevOps and service desk) can continue to work with the tools of their preference without worrying that they will lose precious time or information.  

ZigiOps stands as a fully no-code integration platform, simplifying integration processes and making them accessible even to non-technical individuals. It effortlessly manages intricate integration scenarios, executing them with just a few clicks.

Utilizing ZigiOps as your integration solution empowers organizations to foster real-time collaboration among their IT teams, enabling seamless synchronization of efforts and rapid resolution of customer-related issues.

Specifically, when implementing a Freshservice – Jira integration through ZigiOps, data of all types flows smoothly between DevOps teams, enhancing flexibility and adaptability. ZigiOps‘ scalability ensures that your integration can evolve alongside your evolving needs, accommodating growth and transformation effortlessly.

Why do a Freshservice Jira integration?

A Freshservice Jira integration offers a multifaceted advantage to companies. It streamlines issue resolution, allowing IT teams to collaborate efficiently and expedite incident resolution. It also provides enhanced visibility, enabling organizations to track the status of IT tickets and development tasks in one unified dashboard. This not only promotes transparency but also ensures greater accountability across teams.

Moreover, by connecting Freshservice’s change management module with Jira’s project tracking, companies establish a more structured change management process, reducing the risk of service disruptions.

Ultimately, the Freshservice Jira integration leads to improved customer satisfaction, as issues are addressed promptly and collaboratively, while also facilitating data-driven decision-making by gathering valuable insights to optimize IT processes and drive continuous improvement.

Common challenges for Freshservice and Jira users

Users of Freshservice and Jira encounter various challenges in their day-to-day operations. Freshservice users may grapple with complexities in configuring and customizing the platform to suit their specific IT service management needs, often requiring a significant learning curve.

Additionally, keeping track of ever-evolving IT assets, managing licenses, and ensuring proper asset utilization can pose ongoing challenges.  

On the other hand, Jira users, particularly in software development and project management roles, may encounter issues related to the platform’s complexity, including the need to create and maintain numerous workflows, custom fields, and issue types.  

Collaboration and communication gaps between IT and development teams can also hinder efficient issue tracking and resolution. Balancing the intricacies of these two systems to ensure seamless integration without data silos is a common challenge for users seeking to optimize their operations.

How do we solve them?

Leverage ZigiOps‘ seamless integration between Freshservice and Jira to establish an automated end-to-end data flow, expediting issue resolution like never before. Our user-friendly customizable templates empower you to effortlessly set up data integration between these systems with just a few clicks. Utilize our array of predefined actions, conditions, and transformations to tailor and deploy your integration in mere minutes.

By bridging the gap between these two platforms, you eliminate manual tasks, mitigate the risk of errors, and promote seamless collaboration among your teams.

Align and automate your IT operations and processes using our agile, no-code ZigiOps integration platform. Improve the communication across your organization’s various teams and departments, and enhance their performance. Experience the efficiency and effectiveness of ZigiOps‘ integration solutions in optimizing your operations.

How beneficial is the Freshservice Jira integration?

The integration of Freshservice and Jira holds substantial benefits for enterprises seeking to enhance their operational efficiency. By combining IT service management capabilities with robust issue tracking and project management features, organizations can streamline incident resolution and change management processes.

This integration fosters cross-team collaboration, enabling IT and development teams to work seamlessly together, resulting in faster problem-solving and improved customer satisfaction. Additionally, it offers comprehensive visibility into IT and development activities, aiding in data-driven decision-making and performance monitoring.

Ultimately, the Freshservice Jira integration equips enterprises with the tools to optimize IT service delivery, reduce disruptions, and drive continuous improvement across their IT and development operations.

ZigiOps’ bi-directional Freshservice Jira integration empowers enterprises to achieve greater agility, reduce operational friction, and deliver a superior end-user experience through seamless collaboration and enhanced data-driven insights.

Concluding thoughts on the Freshservice Jira integration

Freshservice Jira integration addresses the critical need for enterprises to streamline their IT service management and software development processes. By seamlessly connecting these two powerful platforms, enterprises can enhance cross-team collaboration, expedite issue resolution, and optimize change management.

This integration offers a unified view of IT and development activities, facilitating data-driven decision-making and performance monitoring. The benefits are clear: improved operational efficiency, reduced disruptions, enhanced customer satisfaction, and the ability to drive continuous improvement across IT and development operations. Ultimately, Freshservice Jira integration empowers enterprises to deliver exceptional services, boost productivity, and stay competitive in today’s dynamic business landscape.

• 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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