Freshservice Jira Integration

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

Integrate Freshservice and Jira to synchronize incidents, service requests, and tasks 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 Freshservice and Jira.

Integration video

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

Navigate to ZigiOps - Configurator.

Load the desired Freshservice and Jira integration template.

Select the corresponding Integrated Systems (Freshservice and Jira).

Click Save to continue.

Enable the integration using the slider button located in the middle section of the screen.

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

Priority

Low - Low, Medium - Medium, High - High, Urgent - Highest

Status

Open - To Do, Pending - In Progress, Resolved - Done, Closed - Done

Agent

Assignee

Notes / Replies

Comments

Attachments

Example: Freshservice Service Request to Jira Task

Freshservice field

Jira field

Advanced Field Mapping Example

Subject

Summary

Description

Priority

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)

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.

Can I start with one-way sync and later enable bi-directional sync?

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

Does ZigiOps store my data?

No. ZigiOps does not permanently store transferred business data.

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Integration video

What can I integrate between Freshservice and Jira?

How does the Freshservice and Jira integration work?

Prerequisites and permissions

Setup

Mapping examples

What data can be synchronized?

Frequently asked questions (FAQ)

Related resources