# Freshservice Jira Integration

Integrate Freshservice and Jira to synchronize incidents, service requests, and tasks across ITSM and DevOps teams using ZigiOps - a secure, no-code integration platform.

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

### **Integration video**

{% embed url="<https://youtu.be/KTs4X6LDkv4?si=gJNFkvyPXsllvzAO>" %}

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

ZigiOps can integrate any Freshservice entity (Incidents, Service Requests, 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 Freshservice and Jira scenarios, including:

* Freshservice Incidents to Jira Tasks
* Jira Tasks to Freshservice Incidents
* Freshservice Service Requests to Jira Tasks

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

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

ZigiOps connects Freshservice 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 Freshservice and Jira integration, ensure the following prerequisites are met.

| Integration Scenario                        | Freshservice - Authentication | Freshservice - Permissions              | Freshservice - Environment                 | Jira - Authentication | Jira - Permissions                                       | Jira - Environment                                             |
| ------------------------------------------- | ----------------------------- | --------------------------------------- | ------------------------------------------ | --------------------- | -------------------------------------------------------- | -------------------------------------------------------------- |
| Freshservice Incidents to Jira Tasks        | Email + API Token             | Read / Write access to Incidents        | Freshservice (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 Freshservice Incidents        | Email + API Token             | Read / Write access to Incidents        | Freshservice (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 |
| Freshservice Service Requests to Jira Tasks | Email + API Token             | Read / Write access to Service Requests | Freshservice (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 |

### Setup

{% stepper %}
{% step %}
Log in to your ZigiOps instance.

{% endstep %}

{% step %}
Navigate to ZigiOps - Configurator.

{% endstep %}

{% step %}
Load the desired Freshservice and Jira integration template.

{% endstep %}

{% step %}
Select the corresponding Integrated Systems (Freshservice and Jira).

{% endstep %}

{% step %}
Click **Save** to continue.

{% endstep %}

{% step %}
Enable the integration using the slider button located in the middle section of the screen.

{% endstep %}
{% endstepper %}

### Mapping examples

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

**Example: Freshservice Incident to Jira Task**

| Freshservice 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, Closed - Done |
| Agent              | Assignee    | -                                                                   |
| Notes / Replies    | Comments    | -                                                                   |
| Attachments        | Attachments | -                                                                   |

**Example: Freshservice Service Request to Jira Task**

| Freshservice field | Jira field  | Advanced Field Mapping Example |
| ------------------ | ----------- | ------------------------------ |
| Subject            | Summary     | -                              |
| Description        | Description | -                              |
| Priority           | Priority    | -                              |
| Status             | Status      | -                              |
| Requested by       | Reporter    | -                              |
| Agent              | Assignee    | -                              |
| Notes              | Comments    | -                              |

### What data can be synchronized?

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

### 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>Can I start with one-way sync and later enable bi-directional sync?</summary>

Yes. Direction can be changed at any time from the ZigiOps UI.

</details>

<details>

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

No. ZigiOps does not permanently store transferred business data.

</details>

### Related resources

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


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