Your first stop for learning how to get started with Jira Service Management.
What does the integration offer?
has a powerful two-way integration with . Use the integration to automatically convert tickets to alerts and sync, allowing you to benefit from 's rich alert notification system, escalations, and on-call rotations.
This document describes the basic functionality of the integration, how to configure it, and details of the data exchanged between and .
How does the integration work?
When a new ticket is created in , an alert is created in automatically through the integration.
When a note is added to the ticket, it's forwarded to the alert as a note.
When the ticket is closed, the alert is closed as well.
Actions on the alert (ack, add note, close) are reflected on the ticket as private notes. The configuration needed for this is explained under " to " in the following sections.
Set up the integration
is a bidirectional integration. Setting it up involves the following steps:
Add a integration in
Configure the integration in
Add a Freshdesk integration
To add a integration in :
Go to .
Select Add integration.
Run a search and select “”.
On the next screen, enter a name for the integration.
Optional: Select a team in Assignee team if you want a specific team to receive alerts from the integration.
The integration is saved at this point.
Expand the Steps to configure the integration section and copy the API key.
You will use this key while configuring the integration in later.
Select Turn on integration.
The rules you create for the integration will work only if you turn on the integration.
Configure the integration in Freshdesk
To configure the integration of with , complete the following steps:
Add rules for creating tickets
Go to Admin > Automations.
Select Create the first rule on the Ticket Creation page.
Select Perform Actions > Trigger Webhook from the menu.
Paste the API URL copied previously into URL.
Select “POST” for Request type, “JSON” for Encoding, and “Simple” for Content.
Enable all fields under Content.
Add rules for updating tickets
From Admin > Automations screen, select add rule for Ticket Update.
Set rule's name as Add Note Or Close Or Re-open.
In "When Any of these events occur" populate following conditions with the given order:
"Status Is Changed" From "Closed" To "Any Status" (For reopened tickets' notifications)
"Status Is Changed" From "Any Status" To "Close" (For closed ticket's notifications)
"Status Is Changed" From "Resolved" To "Any Status" (For reopened tickets' notifications)
"Status Is Changed" From "Any Status" To "Resolved" (For resolved ticket's notifications)
"Note is Added" Type "Any" (For Private and Public note notifications)
In actions section, choose Trigger Webhook from the drop-down.
Paste the integration URL to URL field.
Set POST as request type, Encoding JSON and content Simple.
Enable all fields in the content field.
From Jira Service Management to Freshdesk (Optional)
allows customers to define action mappings between actions and actions.
For alerts created by Freshdesk
Use the instructions in this section to map actions to actions when the source of the alert is (that is, when the alert is created by integration).
Map actions to different actions. For example, add public comments to tickets when the alert is acknowledged. To do this, define If alert is acknowledged in , add it as a public comment to the ticket in Freshdesk mapping in Send Alert Updates Back to Freshdesk section.
a tag is added to the alert and a custom action is executed on alert actions differ from other actions. When one of these actions is selected, an extra field appears to enter for which tags or for which custom action this mapping works for.
Enter multiple tags by separating the tags with a comma. If multiple tags are entered, the mapping works if the alert has one or more of the specified tags. Leave the tags field empty for the mapping to work for any tag.
If an action is mapped to multiple actions, an error occurs except for the a tag is added to the alert and a custom action is executed on alert actions. Saving multiple mappings for these actions is possible, because they will differ by the given tags and the given custom action names.
Sample payload sent from Freshdesk to Jira Service Management