Jira Freshdesk integration
The Getint platform connects Jira and Freshdesk to unify project management and customer support. It supports fast ticket syncing, automated workflows, and shared visibility across teams, helping reduce response times and keep both sides aligned. Follow this 2026 guide for a quick setup that works for businesses of all sizes. Use the Jira-Freshdesk integration with Getint for better project and support management.
Jira-Freshdesk Licensing Model
The Freshdesk-Jira licensing model with Getint fits various integration needs. Here is an overview:
Standard Licensing
A Getint license is required only on Jira, enabling data synchronization between Freshdesk and Jira.
This keeps setup simple and quick, with no extra configurations needed in Freshdesk.
Flexible License
For managed services companies or organizations integrating four or more instances (same or different tools), Getint provides a Flexible License. This custom option covers a set number of connections (up to 10 instances) without tool limits. You can switch integrated tools anytime during the license term for maximum adaptability.
For licensing details, visit our Pricing Page.
Requirements to Build Your Integration
The Getint app must be installed in Jira.
Comments are attributed to the user who created the connection. Therefore, we recommend using dedicated Service Accounts for both instances. Create a Service Account here: How to Create a Jira Service Account.
A Personal Access Token is required for Jira authentication, and an API key is required for Freshdesk. Learn more here: Access Tokens.
Setting Up Your Jira-Freshdesk Integration
1. Access the Getint App in Jira:
Navigate to Jira, go to Apps, and select the Getint app (Freshdesk/Freshservice integration for Jira in this case).
2. Create Integration
Click Create Integration and select either:
Continuous Sync for ongoing synchronization.
Migration for a one-time data transfer.
3. Generate a Jira API Token
Log in to your Atlassian account and navigate to Account Settings > Security > API Tokens > Create and manage API tokens.
Choose between Create API token and Create API token with scopes. Generate the token, copy it, and securely store the token, as it will be used as the password for Jira Cloud.
For detailed steps and specific permissions for the Jira user, refer to our guide Connection.
4. Generate a Freshdesk API Key
Log in to your Freshdesk account, click on your profile picture in the top right corner, and select Profile Settings.
In the sidebar on the right, click on the View API key button to access the API key.
Complete the captcha verification, if prompted, and copy the API Key for integration.
You can reset the API Key to stop an app from connecting to your helpdesk if you need to. Remember that doing so will also disconnect other apps that use the same key.
5. Create a Connection with Jira and Freshdesk
Jira Connection:
Select the Jira app. Then enter your Jira instance URL (without "/" at the end), username, the Access token generated, and click Add.
Select the Jira project(s) you want to synchronize and select Connect.
Freshdesk Connection:
Select Freshdesk as the connection app, and click Create New Connection.
Enter your Freshdesk instance URL in the URL field and click Next.
Assign a name to the connection and enter the API key as the password.
Add the connection and select it.
6. Configure Type Mapping
Quick Build: Use the Quick Build feature to automatically map fields and types between applications, simplifying the process.
Manual Mapping: For greater control, manually map the types yourself. This approach lets you tailor the mapping to meet your specific needs. Click + Add type mapping to add Jira issue types (Task, Bug, Epic, Story, Incident) and map them to the Freshdesk Ticket type.
For example, Task ↔ Incident.
7. Configure Field Mapping
Select the fields to synchronize, such as Title, Description, Assignees, and Custom fields. In addition to this, for the Freshdesk connection to work, it is necessary to map some key fields:
Reporter/Requester Mapping:
Link the Reporter field in Jira to the Requester field in Freshdesk.
Ensure that requesters on both platforms are mapped to allow Getint to match them appropriately.
In case a fixed value, like an email, is supposed to be defined for this field, the configuration can be done like this:
Status Field:
Freshdesk mandates status mapping for the integration to function. A default value needs to be set for the ticket creation only, pointing towards the Freshdesk side, avoiding this option being picked up again when the issues are updated:
Priority Field:
Mapping the priority field is necessary for the integration's operation within Freshdesk.
After all fields and types have been configured, give your integration a distinctive name and save the settings.
8. Assignee Mapping
Use the assignee mapping option to match Jira assignees to Freshdesk agents, enabling precise synchronization of ticket ownership. For more details, visit our doc: Assignees (users) mapping.
9. Status Mapping
Map status fields to align between Jira and Freshdesk. For example, To do in Jira could be mapped to Open in Freshdesk.
10. How to Manage Comments & Attachments:
Check the Comments & Attachments tab. These settings are active by default, but you can modify them to fit your specific requirements.
Synchronization Directions
The platform supports three distinct logic flows for these items:
Bidirectional: Updates to comments or attachments in either Jira or Freshdesk will reflect in the other platform.
Unidirectional to Jira: Data flows exclusively from Freshdesk to Jira. Changes made in Jira will not sync back to Freshdesk.
Unidirectional to Freshdesk: Data flows exclusively from Jira to Freshdesk. Changes made in Freshdesk will not sync back to Jira.
Disabling Sync
If your organization has strict data privacy policies or if these items are not relevant to a specific integration, you can disable comments and attachments entirely. This prevents any data transfer for these specific fields while keeping other mapped fields active.
Comment Privacy
You can control the visibility of comments synced between Jira and Freshdesk. The integration supports toggling between public and private comments freely, so you can configure public comments on one side to appear as private on the other, and vice versa. This gives your teams full control over what is visible to end users versus internal staff across both platforms.
Jira Group Restrictions
For Jira, you can limit comment synchronization based on Jira Groups. This ensures that only comments belonging to specific groups are shared across your projects, which is useful for organizations that need to keep certain discussions internal to a team or department.
For a full overview of filtering logic, AND/OR conditions, and date-based filtering, refer to the Comments Filtering documentation.
11. Filtering Options
Customize synchronization by applying filters:
After completing your integration, add filters to each app by clicking the filter icon next to its app icon. This will affect the corresponding side of the integration.
Choose the filter scope:
ALL items filter: Rules will be verified for every item before synchronization.
NEW items filter: Rules will be verified only for newly created items that have not yet been synced.
SYNCED items filter: Rules will be verified for items that were already synced in the past.
Add values for the filters and click Apply. For more details on how to use the filter, refer to our Filtering Guide.
JQL Filtering (Jira-Specific)
Beyond standard item filtering, integrations involving Jira support Jira Query Language (JQL). This allows for granular control over exactly which issues enter the synchronization scope.
Custom JQL Configuration
In the Custom JQL field, you can input a specific query to refine your data set. The platform automatically appends your custom string to the system-generated filters.
Logic: The final query used to identify issues is effectively
(System Filters) AND (Your Custom JQL).Example: If you only want to sync issues currently being worked on, you would enter:
status IN ("In Progress")
Key Benefits
Precision: Target specific issue types, labels, or custom field values that standard UI filters might not cover.
Performance: By narrowing the scope of the sync via JQL, you reduce the volume of data the platform needs to scan, often resulting in faster processing.
Flexibility: Use advanced operators (e.g.,
WAS,CHANGED,is EMPTY) to handle complex workflow requirements.
12. Test the Integration
Before deploying the integration to your production environment, perform a verification cycle to ensure data flows correctly between Freshdesk and Jira.
Verification Steps
Initial Creation:
Create a test ticket in Freshdesk.
Create a test issue in Jira.
Confirm that the items appear in the respective platforms according to your mapping rules.
Field & Feature Validation:
Updates: Modify a mapped field and confirm the change reflects on the linked platform.
Comments & Attachments: Add a comment or upload a file to verify the sync direction and visibility.
Status Transitions: Change the status (e.g., move a Jira issue to "In Progress") and verify the Freshdesk ticket updates accordingly.
Audit Logs:
Access the Logs tab within the platform.
Review the entries to confirm successful executions and identify any potential mapping errors or permission conflicts.
Conclusion
By following these steps, you have established a functional integration between Jira and Freshdesk. This setup automates the synchronization of records, workflows, and communication, bridging the gap between support and development teams.
For further assistance, please contact us at the Support Center or Schedule a Demo.
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