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Freshservice Jira Integration for Avvale: A Success Story
By integrating Freshservice with Jira using Getint, Avvale was able to streamline its operations and maintain its high standards for reliability, scalability, and ease of use.
By integrating Freshservice with Jira using Getint, Avvale was able to streamline its operations and maintain its high standards for reliability, scalability, and ease of use.
We highly recommend Getint for its ability to manage integrations with our Customers through a single interface. It has streamlined our processes and the developers' support in configuring our use case has been invaluable.
Avvale is a global leader in digital business transformation, committed to fostering innovative business models through the circular economy, enabled by cutting-edge technology. By leveraging digital innovation and circular economy principles, Avvale strives to create profitable and sustainable futures for its clients.
For over 20 years, Avvale (formerly known as Techedge) has harnessed technology to craft new business trajectories. Today, with around 4,000 employees globally and headquartered in Milan, Italy, Avvale brings together its technical expertise and human ingenuity to drive sustainable business models at scale.
• Giovanni Piazza – Project Manager, Professional Jira Consultant
• Alessandro Mazza – Practice Manager
Avvale needed a robust solution to integrate its Jira Service Management system with Freshservice for some of its key customers, including an Italian company utilizing SAP for application maintenance. As a managed services provider with over 200 customers worldwide, Avvale frequently integrates Jira with various platforms such as ServiceNow and other Jira instances. For this specific customer, however, Avvale’s customer was willing to reduce the configuration and maintenance costs in Freshservice, thus Avvale was willing to find a solution to manage and monitor all the configurations on Jira side.
The search for a reliable solution led Avvale to Getint. After conducting a thorough review of potential tools via Google and the Atlassian Marketplace, the team decided to pilot Getint’s Freshservice Jira integration with one customer. The results exceeded expectations—Getint’s platform not only met all technical requirements but also proved user-friendly and powerful, prompting Avvale to expand its use of Getint to integrate Freshservice for more customers.
During the evaluation process, Avvale tested various tools, but Getint’s single-UI approach stood out. Unlike competitors, which often require separate UIs and applications installed on both platforms being integrated, Getint offers a unified interface for managing all integrations directly from Jira. This significantly reduces setup time and complexity, allowing Avvale to manage integrations more efficiently.
The integration between Jira Service Management and Freshservice required Avvale to map several types, fields, and values - both default and custom. Getint’s Quick Build feature proved invaluable by automatically mapping the majority of fields, with minimal adjustments needed afterward to fine-tune the setup for Avvale’s unique requirements.
Avvale also needed to implement filtering to ensure that issues were only synchronized when a specific field, “Group,” reached a designated value. This filtering was easily configured via Getint’s UI, without the need for scripting or technical intervention, further underscoring the ease of use.
Avvale integrated four issue types between Jira and Freshservice, ensuring seamless collaboration between the platforms.
Avvale mapped a range of fields, including both standard and custom fields. Some fields were set to synchronize bi-directionally (e.g., from Jira to Freshservice and vice versa), while others were configured for unidirectional synchronization. Getint’s UI made it simple to customize these settings, allowing Avvale to define mixed syncs (bi-directional for some fields and unidirectional for others) with ease.
While Getint’s UI handled most of the integration’s configuration, Avvale had one custom requirement that required advanced scripting. Specifically, they needed the integration to halt when the “Group” field was updated to a specific value and to notify the team that synchronization had stopped. The breaking condition worked as expected, but the notification feature was missing. Without it, the team risked working on issues that were no longer synchronized, potentially wasting time and incurring unnecessary costs for their customer.
To address this, Avvale collaborated with Getint’s support team. After several calls, Getint provided a custom solution using its Advanced Scripting capabilities, which successfully met Avvale’s requirements.
Avvale’s integration with Freshservice needed to be stable, scalable, and capable of evolving with changing business requirements. The company sought to maintain Jira as the single source of truth, without manual data transfers or time-consuming tool-switching. Moreover, they required a solution that was accessible to business users, not just technical staff, and one that did not demand any installation or configuration on the customer’s side.
Getint not only met these needs but also offered valuable customizations to further enhance the integration. The result was a seamless, powerful integration that provided Avvale with the reliability and efficiency they needed.
Avvale’s team of integration experts has extensive experience working with various tools, including custom-built connectors and a wide array of ticketing platforms. They knew exactly what to look for in an integration solution.
Ease of setup, low error rates, and ease of maintenance were key criteria during the evaluation process. Getint performed exceptionally well in all these areas. The team encountered minimal errors during testing, found the setup process straightforward, and appreciated the powerful yet easy-to-read reporting features. They also valued the ability to configure notifications and quickly access logs to troubleshoot any issues.
Additionally, Avvale tested Getint’s customer support. Given the mission-critical nature of their integrations, reliability and availability were top priorities. The Avvale team was impressed with the responsiveness and expertise of Getint’s support team, who provided timely solutions to both standard and custom integration challenges, such as the scripting issue mentioned earlier.
By integrating Freshservice with Jira using Getint, Avvale was able to streamline its operations and maintain its high standards for reliability, scalability, and ease of use. Getint’s flexibility, customizability, and strong customer support have made it a crucial tool for Avvale as they continue to deliver exceptional service to their global client base.
Discover the power of seamless connections, bridging your favorite tools for optimized workflow and productivity. Unleash the potential of unified platforms with Getint.