Integrate with Freshdesk

This article highlights a new alerting feature that's natively available in Jira Service Management which is gradually rolling out to some Jira Service Management Cloud customers. It may not yet be visible or available on your site.

What does the integration offer?

Jira Service Management has a powerful two-way integration with Freshdesk. Use the Freshdesk integration to automatically convert Freshdesk tickets to Jira Service Management alerts and sync, allowing you to benefit from Jira Service Management'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 Jira Service Management and Freshdesk.

How does the integration work?

When a new ticket is created in Freshdesk, an alert is created in Jira Service Management automatically through the integration.
When a note is added to the ticket, it's forwarded to the Jira Service Management alert as a note.
When the ticket is closed, the Jira Service Management alert is closed as well.
Actions on the Jira Service Management alert (ack, add note, close) are reflected on the Freshdesk ticket as private notes. The configuration needed for this is explained under "Jira Service Management to Freshdesk" in the following sections.

Set up the integration

Freshdesk is a bidirectional integration. Setting it up involves the following steps:

Add a Freshdesk integration in Jira Service Management
Configure the integration in Freshdesk

Add a Freshdesk integration

If you're using the Free or Standard plan in Jira Service Management, you can only add this integration from your team’s operations page. To access the feature through Settings (gear icon) > Products (under JIRA SETTINGS) > OPERATIONS, you need to be on Premium or Enterprise plan.

Adding an integration from your team’s operations page makes your team the owner of the integration. This means Jira Service Management only assigns the alerts received through this integration to your team.

To add a Freshdesk integration in Jira Service Management:

Go to Settings > Integrations.
Select Add integration.
Run a search and select “Freshdesk”.
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.
Select Continue.
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 Freshdesk 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 Freshdesk with Jira Service Management, 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.
Select Save.

Add rules for updating tickets

From Admin > Automations screen, select add rule for Ticket Update.
1. Set rule's name as Jira Service Management Add Note Or Close Or Re-open.
2. In "When Any of these events occur" populate following conditions with the given order:
  1. "Status Is Changed" From "Closed" To "Any Status" (For reopened tickets' notifications)
  2. "Status Is Changed" From "Any Status" To "Close" (For closed ticket's notifications)
  3. "Status Is Changed" From "Resolved" To "Any Status" (For reopened tickets' notifications)
  4. "Status Is Changed" From "Any Status" To "Resolved" (For resolved ticket's notifications)
  5. "Note is Added" Type "Any" (For Private and Public note notifications)
3. In actions section, choose Trigger Webhook from the drop-down.
4. Paste the integration URL to URL field.
5. Set POST as request type, Encoding JSON and content Simple.
6. Enable all fields in the content field.
7. Select Save.

From Jira Service Management to Freshdesk (Optional)

Jira Service Management allows customers to define action mappings between Jira Service Management actions and Freshdesk actions.

For alerts created by Freshdesk

Use the instructions in this section to map Jira Service Management actions to Freshdesk actions when the source of the alert is Freshdesk (that is, when the alert is created by Freshdesk integration).

Map Jira Service Management actions to different Freshdesk actions. For example, add public comments to Freshdesk tickets when the alert is acknowledged. To do this, define If alert is acknowledged in Jira Service Management, 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 Jira Service Management action is mapped to multiple Freshdesk 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

JSON

{
    "freshdesk_webhook": {
        "ticket_id": 2,
        "ticket_subject": "test subject",
        "ticket_description": "test deskripsiyon",
        "ticket_url": "https://opsgenie.freshdesk.com/helpdesk/tickets/2",
        "ticket_portal_url": "https://opsgenie.freshdesk.com/support/tickets/2",
        "ticket_due_by_time": "March 23 2016 at 10:06 AM",
        "ticket_tags": "tag1, tag2",
        "ticket_latest_public_comment": "pablik",
        "ticket_latest_private_comment": null,
        "ticket_group_name": "Product Management",
        "ticket_agent_name": "eycint",
        "ticket_agent_email": "agent1@asd.com",
        "ticket_satisfaction_survey": "test data",
        "ticket_status": "Open",
        "ticket_priority": "Medium",
        "ticket_source": "Phone",
        "ticket_type": "Incident",
        "ticket_requester_name": "halit okumus",
        "ticket_requester_firstname": "halit",
        "ticket_requester_lastname": "okumus",
        "ticket_requester_email": "halit@opsgenie.com",
        "ticket_requester_phone": "1222",
        "ticket_requester_address": "adres",
        "ticket_company_name": "OpsGenie",
        "ticket_company_description": "compa desc",
        "ticket_company_note": "compnot",
        "ticket_company_domains": null,
        "helpdesk_name": "opsgenie",
        "ticket_portal_name": "opsgenie",
        "ticket_product_description": "",
        "triggered_event": "{ticket_action:created}"
    }
}

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