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

1

Log in to your ZigiOps instance.

2

Navigate to ZigiOps - Configurator.

3

Load the desired Freshservice and Jira integration template.

4

Select the corresponding Integrated Systems (Freshservice and Jira).

5

Click Save to continue.

6

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	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)

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.

Related resources

• How to connect Freshservice to ZigiOps

• How to connect Jira to ZigiOps

• Data mapping fundamentals

• Freshservice and Jira integration troubleshooting