Freshdesk Jira Integration

Learn how to configure and manage Freshdesk-Jira integrations in ZigiOps, including prerequisites, setup steps, mappings, and supported scenarios.

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

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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.

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

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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)

Is the integration bi-directional?

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

How are update loops prevented?

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

Does ZigiOps store my data?

No. ZigiOps does not permanently store transferred business data.

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Related resources

• How to connect Freshdesk to ZigiOps

• How to connect Jira to ZigiOps

• Data mapping fundamentals

• Freshdesk and Jira integration troubleshooting