Mastering Freshservice Jira Integration: A Complete How-To Guide

Overview of Freshservice and Jira Software

Freshservice is a cloud-based IT Service Management (ITSM) platform designed to streamline IT operations and support. It enables organizations to manage incidents, problems, changes, and assets efficiently. With features like an intuitive user interface, automation capabilities, and AI-driven insights, Freshservice is a go-to tool for IT teams to deliver high-quality services.

Jira software, developed by Atlassian, is a leading project tracking and agile management platform widely used for software development, bug tracking, and workflow management. Jira allows teams to organize tasks, prioritize backlogs, and visualize progress with features like Kanban boards, Scrum boards, and customizable workflows.

While both tools excel in their respective domains, the lack of integration between them can create silos, leading to communication gaps, manual effort, and delays in resolving issues.

Key Benefits of Freshservice and Jira Integration

1. Streamlined Communication Between IT and Development Teams: Integration bridges the gap between IT operations and development teams. When IT service requests (e.g., incidents or problems) are synced with Jira as tasks or bugs, both teams stay aligned. This collaboration ensures that critical issues are addressed promptly without the need for constant manual updates.
2. Reduced Manual Data Entry and Errors: With automation, data flows seamlessly between Freshservice and Jira. For example, when a ticket is updated in Freshservice, the corresponding task in Jira is automatically updated, including the issue status. This reduces redundant manual effort and minimizes the risk of human errors.
3. Faster Resolution of Tickets and Issues: Integrated workflows allow development teams to address IT-related issues faster. For instance, a bug reported in Freshservice can be tracked in Jira with all the necessary details, enabling the development team to prioritize and resolve the issue efficiently. Updates in one platform are reflected in the corresponding ticket in the other system, facilitating real-time tracking and collaboration.
4. Centralized Data for Better Tracking and Reporting: Integration ensures that both platforms share a unified view of data. IT managers and project leads can track the lifecycle of incidents and tasks in one place, making it easier to generate comprehensive reports and gain insights into performance metrics.

Real-World Use Cases of the Integration

• Incident-to-Bug Tracking: When an IT team identifies a recurring issue in Freshservice, it can be logged as a bug in Jira. The development team then works on the bug, and updates are reflected in both systems, keeping all stakeholders informed. Additionally, the sync comments feature ensures that any comments made on Freshservice tickets are immediately reflected on the corresponding Jira issues, and vice versa, keeping everyone updated on the latest conversations and updates.
• Change Management Support: For changes requiring software updates, Freshservice can initiate the request, while Jira tracks the development and deployment process, ensuring smooth coordination.
• Improved SLA Adherence: Integration helps organizations meet Service Level Agreements (SLAs) by reducing delays caused by communication gaps and manual processes.

By integrating Freshservice and Jira, organizations can achieve a unified and efficient workflow, enabling IT and development teams to work harmoniously towards common goals. This collaboration not only enhances productivity but also improves service delivery to end-users.

1. Account Setup Requirements

To initiate the integration, both Freshservice and Jira accounts must be configured appropriately:

• Freshservice Account:Ensure you have an active Freshservice account with administrative privileges. Admin access is required to configure APIs, enable integrations, and manage system-wide settings.
• Jira Account:A Jira instance (Cloud or Server/Data Center) with admin access is essential. Administrative rights are needed to create API tokens, configure workflows, and manage integration settings.

Existing users need to update their Jira app, while new users must install it.

2. Access to API Key or Integration Tools

Integration between Freshservice and Jira relies on the exchange of data through APIs or third-party tools. Here’s what you need:

• API Tokens: Generate API keys for both Freshservice and Jira. These tokens enable secure communication between the two platforms. API generation typically requires admin rights and can be accessed through account settings.
• Integration Tools: For simplified setup and additional functionality, consider using third-party integration platforms such as Getint - a robust tool for complex integrations, offering real-time synchronization and automation.

Additionally, a workflow automator can streamline processes by automating repetitive tasks across various systems and applications, particularly within Jira, where it manages operations related to users, groups, and issues.

3. Permissions and Roles Required for Successful Integration

Proper role assignments and permissions are critical for a smooth integration:

• Freshservice Permissions:
  Ensure the user generating the API key or managing the integration has “Admin” privileges. The permissions should cover access to modules like tickets, workflows, and reporting.
• Jira Permissions:
  Assign admin permissions to the user handling the integration. The permissions must allow access to:
  • Workflow configurations.
  • Issue creation and updates.
  • Project and issue-level settings.
• Third-Party Tool Access:
  If using an integration platform, the accounts used must have sufficient permissions to authenticate and access both Freshservice and Jira.

4. Identifying Integration Goals and Use Cases

Defining clear objectives and use cases before setting up the integration ensures that the process aligns with your organization’s needs:

• Define Goals:
  Determine what you want to achieve through the integration, such as:
  • Improved communication between IT and development teams.
  • Automated synchronization of tickets and issues.
  • Enhanced reporting and analytics.
• Map Use Cases:
  Identify specific workflows to integrate. Examples include:
  • Automatically logging a Jira issue when a Freshservice ticket is created.
  • Syncing status updates and comments between both platforms.
  • Assigning tasks or tickets based on predefined rules.
• Document Requirements:
  Create a detailed document outlining the fields to be mapped, triggers for automation, and desired outcomes.

By ensuring these prerequisites are met, you set a solid foundation for a successful Freshservice and Jira integration. A well-prepared setup minimizes potential challenges, enabling you to unlock the full potential of these platforms in sync.

Step 1: Access the Getint Integration Platform

1. Log in to the Getint app or search for the Getint - Jira Freshservice Integration app on the Atlassian Marketplace.
2. Navigate to the integration dashboard and select "Create New Integration".
3. Choose Freshservice and Jira as the platforms to integrate.

Step 2: Configure Freshservice Connection

1. Log in to your Freshservice account.
2. Navigate to your profile settings and generate an API key:
   • Click on your profile picture in the top-right corner.
   • Select "Profile Settings".
   • Locate "Your API Key" and copy it.
3. In Getint, provide your Freshservice instance URL and paste the API key for authentication.

Step 3: Configure Jira Connection

1. Log in to your Jira account (Cloud or Data Center).
2. Generate an API token for Jira Cloud:

• Go to Atlassian Account Settings.
• Under Security, create a new API token.

3. In Getint, enter the Jira instance URL (ensure it doesn’t end with “/”), provide your login credentials, and paste the API token.

Step 4: Map Types Between Freshservice and Jira

1. Define the entities to sync between the two platforms, such as:

• Freshservice Tickets ↔ Jira Issues.
• Specific issue types like Tasks, Bugs, Epics, or Stories.

2. Use Getint’s type mapping feature to ensure compatibility between fields in both systems. This integration facilitates project management by allowing organizations to streamline operations and effectively synchronize data between systems for better task orchestration.

Step 5: Field Mapping

Field mapping ensures the correct transfer of data between Freshservice and Jira. Key fields include:

• Requester/Reporter Mapping: Ensure Freshservice requesters match Jira reporters.
• Status Field: Map Freshservice ticket statuses to Jira issue statuses for proper syncing.
• Priority Field: Map ticket priorities between both platforms for consistency.

Getint provides an optional “Quick Build” feature to automate this process, simplifying field mapping.

Step 6: Set Up Filters to Sync Comments

1. Use UI filtering to limit which data is synchronized:
   • Set filters for new, existing, or specific synced items.
   • Add conditions (e.g., prioritize tickets based on status or priority).
2. Alternatively, use JQL (Jira Query Language) filtering for Jira-side customization. Example: status in ('In Progress').

Step 7: Test the Integration

1. Perform a test sync to ensure data flows correctly between Freshservice and Jira.
2. Check the logs in the Getint dashboard for errors or inconsistencies.

Step 8: Duplicate and Expand Integration

1. To integrate multiple projects or workflows:
   • Duplicate an existing integration in the Workflows section.
   • Rename the integration and select new projects.
2. Repeat the process for additional use cases or teams.

Step 9: Monitor and Optimize

1. Regularly monitor sync logs to ensure the integration runs smoothly.
2. Adjust filters, mappings, or configurations as workflows evolve.

By completing these steps, you’ll establish a robust connection between Freshservice and Jira using Getint. This integration eliminates manual updates, improves collaboration, and enhances your team’s productivity. For further assistance or support, visit Getint Documentation or contact support@getint.io.

Tips for Smooth Implementation

1. Clear Communication Between Teams

• Establish shared goals for the integration. Ensure IT, development, and operations teams understand how the integration will impact their workflows.
• Define roles and responsibilities for managing the integration to avoid miscommunication and duplication of effort.
• Schedule regular cross-team meetings to review progress and resolve issues.

2. Regular Updates and Synchronization Checks

• Keep both Freshservice and Jira platforms updated to their latest versions to ensure compatibility with the integration tool.
• Perform periodic checks to verify that data synchronization is happening as expected, ensuring no tickets or issues are missed.

3. Monitoring and Troubleshooting Logs

• Use the monitoring tools provided by the integration platform (e.g., Getint) to track logs and identify potential synchronization issues.
• Regularly review error reports and resolve issues promptly to avoid disruptions in workflows.
• Document recurring issues and share insights with stakeholders to improve processes over time.

Maximize the benefits of your Freshservice and Jira integration by following these practices. Clear communication, solid automation, and proactive monitoring will ensure that the integration is seamless and delivers consistent value to your organization.

Take the Next Step

Start integrating Freshservice and Jira today to unlock the full potential of your IT service management and project tracking systems. Whether you're looking to enhance team collaboration, reduce operational overhead, or improve service delivery, this integration is the key to achieving those goals with confidence.

If you need guidance or expertise, we are here to help. With robust integration solutions and dedicated support, we’ll ensure your setup is seamless and aligned with your unique requirements.