How to Create a Freshservice Integration with Jira?

By Tanya | July 23, 2024 12:52 pm

Freshservice is a comprehensive IT service management (ITSM) solution designed to help organizations manage their IT operations effectively. It offers a range of features including incident management, problem management, change management, and asset management. Freshservice's intuitive interface and customizable workflows allow IT teams to streamline their processes and provide efficient support to end-users. Jira, developed by Atlassian, is a widely-used project management and issue tracking tool. It enables teams to plan, track, and manage their work across different projects. Jira's flexible structure allows for customization of workflows, fields, and reporting to suit diverse team requirements.

In this blog, we will explore the integration of Freshservice with Jira. By connecting these two powerful platforms, organizations can create a more unified IT service and project management environment. Workflow automation tools, when used with Freshservice and Jira, can significantly simplify tasks and improve overall productivity for IT and development teams. This integration allows for better communication and collaboration between different departments, resulting in more efficient issue resolution and project delivery.

How to Create a Freshservice and Jira Integration Using Appy Pie?
Popular Freshservice Integrations on Appy Pie Automate
Benefits of Creating Freshdesk and Jira Integration
Conclusion

How to Create a Freshservice and Jira Integration Using Appy Pie?

Let’s explore the step by step process of creating a Freshdesk integration with Jira:

Sign Up/Login to Appy Pie Automate

Visit Appy Pie Automate and sign up for an account. If you already have an account, log in to proceed.

How to Create a Freshservice and Jira Integration Using Appy Pie

Create a Connect

After signing in, Click on "Create a Connect".

Select Trigger App

Select Freshservice as a trigger app.

Select Trigger Event

Select New Ticket as trigger event.

Link Your Freshservice Account

Link your Freshservice account to Appy Pie from which the trigger will take place.

Authenticate Your Freshservice Account

Allow authentication access of your Freshservice account to Appy Pie.

Review Trigger Test

Crosscheck the data you are receiving from the trigger setup.

Select Action App

Select Jira as an action app.

Select Action Event

Select Create issue as an action event.

Link Your Jira Account

Link your Jira account to Appy Pie.

Authorize Your Jira Account

Now, allow the authorization access of your Jira account to Appy Pie.

Setup Options for Action App

Configure the required action app options.

Final Run Test

Click on continue and run the final test.

Final Result

Suggested Reading: 15 Best AI Helpdesk Software

Popular Freshservice Integration on Appy Pie Automate

Freshservice can be integrated with a wide range of apps using Appy Pie Automate. Some of the most popular Freshservice integrations are listed below:

Freshservice and Microsoft Teams Integration

Freshservice and Microsoft Teams integration allows users to connect their Freshservice account with Microsoft Teams. This integration enables users to receive notifications about new tickets directly in their Teams channels. When a new ticket is created in Freshservice, the integration automatically sends a message to a designated Teams channel, providing details about the ticket. Users can also perform actions on tickets, such as assigning them or adding notes, directly from within Teams. The integration between Freshservice and Microsoft Teams facilitates efficient communication and collaboration among team members working on support tickets.

Freshservice and Slack Integration

Freshservice and Slack integration allows users to connect their Freshservice account with Slack, a popular communication platform. This integration enables users to receive notifications about new problems directly in their Slack channels or through private messages. When a new problem is created in Freshservice, the integration automatically sends a message to a designated Slack channel or a specific user, providing details about the problem. Users can also perform actions on problems, such as assigning them or adding comments, directly from within Slack. The integration between Freshservice and Slack promotes real-time communication and collaboration among team members working on resolving problems.

Freshservice and Salesforce Integration

Freshservice and Salesforce integration allows users to connect their Freshservice account with Salesforce, a widely used customer relationship management (CRM) platform. This integration enables the automatic creation of events in Salesforce based on new tickets generated in Freshservice. When a new ticket is created in Freshservice, the integration triggers an action to create a corresponding event in Salesforce, providing relevant details about the ticket. This integration helps keep the sales and support teams informed about customer interactions and ensures that important events are recorded in the CRM system. The integration between Freshservice and Salesforce promotes data synchronization and enables teams to have a comprehensive view of customer activities.

Freshservice and SharePoint Integration

Freshservice and SharePoint integration connects these two platforms to improve information management and collaboration. When a ticket is updated in Freshservice, it can automatically trigger an update to a corresponding item in a SharePoint list. This integration allows teams to maintain synchronized records across both systems, ensuring consistent and up-to-date information. Users can access relevant SharePoint documents directly from Freshservice tickets, facilitating easier access to necessary resources. The integration also supports creating new SharePoint items based on Freshservice ticket information, helping teams maintain comprehensive documentation of their IT service management activities.

Freshservice and ServiceNow Integration

Freshservice and ServiceNow integration allows users to connect their Freshservice account with ServiceNow, a popular IT service management platform. This integration enables the automatic creation of records in ServiceNow based on new changes initiated in Freshservice. When a new change is created in Freshservice, the integration triggers an action to create a corresponding record in ServiceNow, capturing relevant details about the change. This integration helps maintain consistency and ensures that changes are properly documented and tracked in both systems. The integration between Freshservice and ServiceNow promotes data synchronization and enables teams to have a unified view of change management activities across the two platforms.

Benefits of Creating Freshdesk and Jira Integration

Integrating Freshdesk and Jira offers several benefits that can significantly improve the efficiency and effectiveness of your support and development teams. By connecting these two powerful platforms, you can streamline your workflow, improve communication, and ultimately deliver better customer service. Here are some key advantages of creating a Freshdesk and Jira integration:

Centralized issue management: With the integration, support tickets from Freshdesk can be automatically synced with Jira issues, allowing your development team to have a comprehensive view of all customer concerns in one place.
Improved collaboration: The integration enables seamless communication between your support and development teams. Support agents can easily escalate issues to developers, provide relevant context, and track the progress of each issue within Freshdesk.
Increased efficiency: By automating the ticket creation process in Jira based on Freshdesk tickets, you eliminate the need for manual data entry and reduce the risk of errors. This saves time and allows your teams to focus on more critical tasks.
Better prioritization: The integration helps you prioritize development work based on the urgency and impact of customer issues. Support agents can assign appropriate priority levels to tickets in Freshdesk, which are then reflected in Jira, ensuring that the most critical issues are addressed promptly.
Enhanced visibility and reporting: With the integration, you can generate comprehensive reports that combine data from both Freshdesk and Jira. This provides valuable insights into your support and development processes, helping you identify areas for improvement and make data-driven decisions.

By creating a Freshdesk and Jira integration, you can narrow the gap between your support and development teams, fostering better collaboration, increasing productivity, and ultimately delivering a superior customer experience.

Suggested Reading: Top Jira Integrations for Enhanced Project Management

Conclusion

Creating a Freshservice integration with Jira connects two essential tools for IT service management and project tracking. This integration allows teams to synchronize tickets, issues, and updates between both platforms, improving communication and efficiency. By following the steps outlined in this guide, IT teams can set up a robust connection between Freshservice and Jira. This integration enables automatic creation of Jira issues from Freshservice tickets, bidirectional updates, and customized workflows to match specific organizational needs. As a result, support teams and development teams can collaborate more effectively, reducing response times and improving issue resolution. With Freshservice and Jira working together, organizations can create a more cohesive IT service management ecosystem, benefiting both internal teams and end-users.

Tanya