How to Sync Freshservice and Jira With Two-Way Updates

In this guide, you’ll find everything you need to set up an integration that syncs Freshservice service requests with Jira issues through an automated flow from Unito. Since Unito is a completely customizable platform with a no-code interface, you can set up this integration without any technical resources and minimal maintenance. No need to troubleshoot complex automations or rely on expensive consultants, either.

Overview

• Tools: Freshservice and Jira
• Use cases: Ticket escalation, software development, project management, AI agent integration
• Great for: IT teams, software developers, product owners, project managers

Unito’s integration for Freshservice and Jira allows users of any technical background, from product managers to software developers and support teams, to sync Freshservice service requests with Jira issues. This integration syncs updates from Freshservice to Jira, creates new issues, and can even automate repetitive actions. This in-depth guide shows you how that’s done.

By the end of this guide, your Freshservice-Jira integration will:

• Create new Jira issues synced with Freshservice service requests.
• Update Jira fields in real-time based on updates you make in Freshservice.

Here’s a video guide for a very similar integration.

Before you start

Setting up Jira

If you’re connecting Jira to Unito via OAuth 2.0, follow the on-screen instructions when adding your account for the first time:

If you’re not using OAuth 2.0 to connect your Jira Cloud workspace to Unito, you’ll need to do the following:

1. Set your Jira contact email visibility to anyone in your Jira profile page.
2. Set up an application link in Jira to sync your issues to NetSuite.

If you’re connecting an on-premise Jira Server instance to Unito, you’ll need to follow this guide. You can also use ngrok to connect Jira Server to Unito.

Step 1: Connect Freshservice and Jira to Unito

1. Sign up for Unito.
2. Click +Create Flow in the Unito app.
3. Click Start Here to connect Freshservice and Jira.
4. Click +Choose Account for each tool and complete the authorization process.
5. Click Confirm.

Connecting tools to Unito for the first time? Here’s an in-depth guide.

Step 2: Choose flow direction for work items

With flow direction, you decide where Unito automatically creates work items to match those you create manually. For most Unito integrations, you can choose between a two-way flow that creates work items in both tools or a one-way flow that only creates new items in one tool. With Unito’s Freshservice integration, you can only build one-way flows that sync data out of Freshservive and to other tools, so this step will be set up for you!

Want to know more about flow direction? Check out this guide.

Step 3: Build rules to sync specific work items

Unito rules can do two things:

1. Filter out work items you don’t want synced. For example, you could create a rule that only syncs Freshservice service requests created after a certain date.
2. Automate certain actions. For example, you could create a rule that automatically assigns new Jira issues to a certain person on your team.

To start building your rule, click Add new rule, then choose a trigger and action.

Want to learn more about rules? Check out this guide.

Step 4: Map fields between Freshservice and Jira

When you map fields, you pair fields in Freshservice with fields in Jira so data goes exactly where it needs to. Unito can usually map most fields automatically, whether they’re exactly the same (Owner→Owner) or just compatible (URL→Text). You can also choose to map fields manually to fully customize your flow.

Here’s what you’ll see when Unito maps your fields automatically.

You can add a field mapping by clicking +Add mapping, then Select a field. When you choose the field you want to map in one tool, Unito will automatically recommend compatible fields in a dropdown under the other tool.

Some fields have a cog icon, meaning you can customize them once they’re mapped. For example, a Status field can be customized so its options match those in another field.

Step 5: Launch your Freshservice-Jira integration

That’s it! You’re ready to launch your flow. Unito will automatically sync Freshservice data to Jira issues so software developers always know what’s going on when tickets are escalated to them. This will allow your teams to collaborate more effectively without copying and pasting data or constantly switching tools.

FAQ: Freshservice-Jira integration

Why should I integrate Freshservice with Jira?

Syncing Freshservice service requests with Jira issues allows your teams to work more effectively without jumping back and forth between tools. This allows:

• Developers working on ticket escalations to have all the context they need as IT works with requesters.
• IT agents to send tickets to developers without any manual work or meetings.
• Team leads to get an overview on escalated tickets and context without leaving their tool of choice.

How do I add a Freshservice service request to Jira?

Freshservice offers a built-in integration with Jira that creates a link between service requests and Jira issues. This link can be enough to get a quick overview on service tickets on a case-by-case basis, but it’s not the best way to integrate these tools. Unito’s integration and similar platforms automatically create new Jira issues to match service requests in Freshservice, keeping fields in these issues up to date. That makes them the best way to collaborate seamlessly.

Why should I use Unito’s Freshservice-Jira integration?

Unito has some of the deepest integrations on the market and they only take minutes to set up. When you connect Freshservice service requests with Jira issues, any service requests you escalate automatically become Jira issues. That means you can get all the context you need in Jira without manually copying it over from Freshservice. You get the feeling of everyone working in a single tool without having to designate a middleman or force anyone to use multiple platforms.

What’s next after integrating Freshservice with Jira?

Need to integrate Jira with other tools in your stack? Check out our other guides:

• Integrating Jira and Wrike
• Syncing Jira and Salesforce
• Connecting Jira and GitHub

Want to know more about Unito’s Freshservice integration? Check out this guide.

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