Freshservice integrates with Jira Software to help your IT teams manage, plan, and track development tasks while staying ahead of common issues and bugs. Whether you operate On-Prem or in the cloud, the integration ensures a smooth synchronization of information between the two platforms, offering streamlined updates, efficient status management, and seamless collaboration through comments. Identify and prioritize common problems easily by automatically mapping status updates and bug-related data directly to tasks and tickets within Freshservice. With this integration, you can: Sync Statuses Ensure consistency and real-time information by automatically updating the status of linked Jira issues when a status change occurs in Freshservice. When a Jira issue undergoes a status change, the corresponding ticket in Freshservice is automatically updated, providing users with accurate and up-to-date information on the status of their requests. This bidirectional synchronization maintains easy tracking of issue progress across both systems. Sync Comments Facilitate seamless collaboration between teams by syncing comments from Freshservice to Jira. When a comment is added to a Freshservice ticket, the corresponding Jira issue is updated with the comment. Similarly, when a comment is added to a Jira issue, the linked ticket in Freshservice is updated, ensuring that stakeholders on both platforms have access to the latest discussions and updates related to an issue. Sync Attachments Tailor data flow to specific needs by selectively excluding attachment sync from Freshservice to Jira. While other data, such as status and comments, continue to synchronize bidirectionally, this lets you control the attachment transfer to corresponding Jira issues, offering flexibility in managing data based on preferences.

For the integration to work as expected, the following permissions are needed for the API Token/User credentials. Permissions: Projects: Listing all projects Listing all fields in a project Users: Listing all users View a user Issue: View an issue Creating an issue Updating an issue Get issue transition Issue Type: List all issue type Comments: Get all comments from an issue Add comments Attachments: Add attachments Webhooks: Create an Webhook subscription Check the permissions and proceed to install the App How to install and integrate Jira Software with Freshservice: 1. Navigate to the Admin Settings in Freshservice and click on Apps. 2. Search for Jira Software and click Install. 3. Choose the app version based on your deployment - whether it's for cloud or On-Premise installation. 4. Enter the agent API key. 5. Provide the Jira Domain, username, and API key. 6. Click on the Validate button to ensure accurate and secure connections. Configure Sync updates as follows: For Freshservice updates: When the issue status is updated in Freshservice, choose from the dropdown options such as Sync updates, Add a comment, or Do nothing. When a comment is added in Freshservice, choose from the dropdown such as Add a comment or Do nothing. For Jira updates: When the issue status is updated in Jira, choose from the dropdown options: Sync updates, Add a Public note in Freshservice, Add a Private note in Freshservice, or Do nothing. When a comment is added in Jira, choose from the dropdown options: Add a note in Freshservice and match visibility, Add a Public note in Freshservice, Add a Private note in Freshservice, or Do nothing. Select the toggle button to exclude attachment sync if needed. Click on the Install button to complete the installation process.