# Freshdesk Jira Integration

Integrate Freshdesk and Jira to synchronize tickets, tasks, and issues across ITSM and DevOps teams using ZigiOps - a secure, no-code integration platform.

This integration enables real-time or scheduled data synchronization, eliminates manual updates, and ensures a single source of truth between Freshdesk and Jira.

### Integration video

{% embed url="<https://youtu.be/Anb9ZRdliZM?si=6pupehzlNrRnblkf>" %}

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### What can I integrate between Freshdesk and Jira?

ZigiOps can integrate any Freshdesk entity (Tickets, etc.) with any Jira issue type (Tasks, Bugs, Issues, etc.), allowing you to build custom workflows tailored to your processes and data models.

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Out of the box, ZigiOps provides ready-made integration templates for the most common Freshdesk and Jira scenarios, including:

* Freshdesk Tickets to Jira Tasks
* Jira Tasks to Freshdesk Tickets

| Common Freshdesk entities | Common Jira issue types | Common fields typically synchronized                                                                    |
| ------------------------- | ----------------------- | ------------------------------------------------------------------------------------------------------- |
| Ticket                    | Task / Issue            | Subject / Summary, Description, Priority, Status / State, Agent / Assignee, Tags, Comments, Attachments |
| Ticket Reply / Note       | Comment                 | Body / Comment text, Author, Created date                                                               |
| Any Freshdesk entity      | Any Jira issue type     | Standard + custom fields, Comments, Attachments, Status/State mappings, Correlation ID (recommended)    |

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### How does the Freshdesk and Jira integration work?

ZigiOps connects Freshdesk and Jira using their native APIs and acts as a secure integration layer between the two systems.

* No scripting or custom development required
* Configured entirely through the ZigiOps UI
* Supports polling- and event-based synchronization
* Does not permanently store transferred business data

***

### Prerequisites and permissions

Before enabling the Freshdesk and Jira integration, ensure the following prerequisites are met.

| Integration Scenario            | Freshdesk - Authentication | Freshdesk - Permissions        | Freshdesk - Environment                 | Jira - Authentication | Jira - Permissions                                       | Jira - Environment                                             |
| ------------------------------- | -------------------------- | ------------------------------ | --------------------------------------- | --------------------- | -------------------------------------------------------- | -------------------------------------------------------------- |
| Freshdesk Tickets to Jira Tasks | API Key                    | Read / Write access to Tickets | Freshdesk (any supported version) Cloud | Username + API Token  | Create / Read / Update issues; Access to target projects | Jira Software or Jira Service Management, Version 7.x or newer |
| Jira Tasks to Freshdesk Tickets | API Key                    | Read / Write access to Tickets | Freshdesk (any supported version) Cloud | Username + API Token  | Create / Read / Update issues; Access to target projects | Jira Software or Jira Service Management, Version 7.x or newer |

**How to find your API Key in Freshdesk:**

1. Log in to your Freshdesk instance.
2. Go to the Profile Settings menu.
3. Your API Key is displayed in the Profile Settings panel.

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### Setup

1. Log in to your ZigiOps instance.
2. Navigate to ZigiOps - Configurator.
3. Load the desired Freshdesk and Jira integration template.
4. Select the corresponding Integrated Systems (Freshdesk and Jira).
5. Click **Save** to continue.
6. Enable the integration using the slider button located in the middle section of the screen.

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### Mapping examples

Below are typical field-mapping examples used across the Freshdesk and Jira integration scenarios. Mappings can be customized per use case.

**Example: Freshdesk Ticket to Jira Task**

| Freshdesk field | Jira field  | Advanced Field Mapping Example                            |
| --------------- | ----------- | --------------------------------------------------------- |
| Subject         | Summary     | -                                                         |
| Description     | Description | -                                                         |
| Priority        | Priority    | Low - Low, Medium - Medium, High - High, Urgent - Highest |
| Status          | Status      | Open - To Do, Pending - In Progress, Resolved - Done      |
| Agent           | Assignee    | -                                                         |
| Replies / Notes | Comments    | -                                                         |
| Attachments     | Attachments | -                                                         |

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### What data can be synchronized?

* Standard fields
* Custom fields
* Status transitions
* Comments and replies
* Attachments
* Agent / Assignee (configurable)

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### Frequently asked questions (FAQ)

<details>

<summary>Is the integration bi-directional?</summary>

Yes. All scenarios support bi-directional synchronization, configurable per field.

</details>

<details>

<summary>How are update loops prevented?</summary>

ZigiOps uses correlation IDs and internal logic to prevent circular updates.

</details>

<details>

<summary>Does ZigiOps store my data?</summary>

No. ZigiOps does not permanently store transferred business data.

</details>

***

### Related resources

* [How to connect Freshdesk to ZigiOps](#)
* [How to connect Jira to ZigiOps](#)
* [Data mapping fundamentals](#)
* [Freshdesk and Jira integration troubleshooting](#)


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