How to Seamlessly Integrate Freshdesk with Jira – A Step-by-Step Guide




Welcome to our step-by-step guide on integrating Freshdesk with Jira. Before we dive into the details, let’s first understand what Freshdesk and Jira are and why it is essential to integrate them.

Explanation of Freshdesk and Jira

Freshdesk is a popular customer support software that helps businesses manage and streamline their customer support operations. It offers features like ticketing system, knowledge base, live chat, and more.

Jira, on the other hand, is a project management software primarily used by software development teams. It facilitates agile project management, issue tracking, and collaboration among team members.

Importance of integrating Freshdesk with Jira

Integrating Freshdesk with Jira brings numerous benefits to businesses, especially those that have both customer support and development teams. Some of the key advantages are:

  • Streamlined workflow: Integrating Freshdesk with Jira allows for seamless collaboration between customer support and development teams, ensuring faster issue resolution and improved customer satisfaction.
  • Efficient ticket management: With the integration, support agents can create Jira issues directly from Freshdesk tickets, eliminating the need for manual data entry. This saves time and reduces errors.
  • Enhanced visibility: The integration provides a comprehensive view of customer issues, development tasks, and progress, enabling better coordination between teams.
  • Automated updates: Changes made in Jira can be automatically synced with Freshdesk, ensuring that both systems are consistently updated with the latest information.

Step 1: Assess your integration needs

Before starting the integration process, it’s crucial to assess your integration needs and understand why you want to connect Freshdesk with Jira.

Identify the specific reasons for integrating Freshdesk with Jira

Consider the specific challenges or goals your organization has when it comes to customer support and project management. For example:

  • Do you want to improve collaboration between support and development teams?
  • Are you looking to automate the transfer of customer issues from Freshdesk to Jira?
  • Do you want to track the progress of customer issues within Jira?

Understanding your integration goals will help you stay focused throughout the integration process.

Determine which features or functionalities you want to transfer between the two platforms

Take a closer look at the features and functionalities offered by both Freshdesk and Jira to identify the data that needs to be transferred between the two systems. This may include information like:

  • Customer details
  • Ticket status and updates
  • Attachments
  • Issue details
  • Task assignments
  • And more

Making a comprehensive list will assist you in mapping the data fields and workflows between Freshdesk and Jira later in the process.

Step 2: Set up the Freshdesk-Jira integration

Once you have identified your integration needs, it’s time to set up the integration between Freshdesk and Jira. Here’s how you can do it:

Overview of integration options available

Freshdesk and Jira offer various integration options, including third-party apps, native integrations, and custom-built integrations. You need to explore these options and choose the one that best suits your requirements.

Choosing the right integration method for your business

When deciding on the integration method, consider factors such as ease of setup, cost, scalability, and compatibility with your existing systems. Evaluate each option thoroughly to make an informed choice.

Walkthrough of the setup process for the chosen integration method

Once you have chosen your integration method, follow the provided documentation or instructions to set up the integration. This typically involves configuring the necessary settings, authorizing access between the two platforms, and enabling data synchronization.

Step 3: Mapping data fields and workflows

After the integration setup, it’s time to map the relevant data fields and workflows between Freshdesk and Jira. This ensures that the right information is transferred accurately between the two systems.

Understand the data structure and terminology in both Freshdesk and Jira

Familiarize yourself with the data structure and terminologies used in both Freshdesk and Jira. This will help you identify equivalent fields and understand how information is organized in each system.

Map the relevant data fields and workflows between the two platforms

Create a mapping document or spreadsheet to align the data fields in Freshdesk with their corresponding fields in Jira. This document acts as a reference point and ensures consistency in data transfer.

Ensure consistency and accuracy in data mapping

Carefully review your data mapping document to ensure accuracy and consistency. Double-check field types, data formats, and any custom fields or workflows that need to be mapped. This step is crucial for maintaining data integrity throughout the integration process.

Step 4: Testing the integration

Before implementing the integration in a live environment, it is essential to thoroughly test it to ensure everything is working as expected.

Importance of conducting thorough testing before implementing the integration

Testing allows you to identify and resolve any issues or bugs before impacting your customer support or development workflows. It also verifies that data is being transferred correctly between Freshdesk and Jira.

Test the transfer of data between Freshdesk and Jira

Perform various test scenarios to verify the seamless flow of data between Freshdesk and Jira. Create test tickets in Freshdesk and confirm if they are successfully synchronized as Jira issues.

Troubleshooting common issues during testing

Keep a close eye on any errors or discrepancies that arise during testing and document them for troubleshooting. Consult the integration documentation or reach out to support if you encounter any difficulties during this phase.

Step 5: Implementing and optimizing the integration

With successful testing completed, it’s time to implement the integration in a live environment. Follow these steps to finalize the integration settings and optimize its usage:

Finalize the integration settings and configurations

Review the integration settings and configurations to ensure they align with your requirements. Make any necessary adjustments based on the feedback gathered during testing.

Train users on utilizing the integrated system effectively

Provide thorough training to support agents and development teams on how to utilize the integrated Freshdesk-Jira system effectively. This includes understanding the new workflows, utilizing shared features, and addressing potential challenges.

Continuous monitoring and optimization of the Freshdesk-Jira integration

Maintain ongoing monitoring of the integration to ensure its continued smooth operation. Regularly review data synchronization, resolve any issues promptly, and optimize the integration to adapt to changing business needs.


Integrating Freshdesk with Jira offers significant benefits in terms of improving efficiency, collaboration, and customer satisfaction. By following the step-by-step guide outlined above, you’ll be able to seamlessly connect these two powerful platforms.

Take the time to assess your integration needs, choose the right integration method, map data fields and workflows accurately, thoroughly test the integration, and optimize its usage. This will ensure a successful integration and enable you to leverage the full potential of Freshdesk and Jira working together.

So, what are you waiting for? Start exploring the integration options available and unlock a world of possibilities with an integrated Freshdesk-Jira system!

Remember, if you get stuck or need assistance, reach out to the support teams of Freshdesk and Jira for prompt help. Happy integrating!


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