Let us look at how you can integrate Jira with Freshdesk and automatically create Freshdesk tickets from newly created Jira issues.
This automation requires a one-time setup, for which we will use Pabbly Connect.
We will first link Jira with Pabbly Connect to capture the issues, then link Pabbly Connect with Freshdesk and create Freshdesk tickets using the captured issues.
Steps to Automatically Create Freshdesk Tickets for New Jira Issues
1. Sign In / Sign Up to Pabbly Connect and Create a Workflow
2. Establish a Connection between Jira and Pabbly Connect
3. Setup Freshdesk as the Action App to Create Tickets
Step 1:- Sign In / Sign Up to Pabbly Connect and Create a Workflow
A. Sign In / Sign Up
To begin this process, visit Pabbly Connect and create your account by clicking on the ‘Sign Up Free’ button. You can also click on Sign In if you already have an account.
Click on the Pabbly Connect ‘Access Now’ button
B. Create Workflow
To create a new workflow, click the ‘Create Workflow’ button.
Name your workflow, and click on ‘Create’.
Step 2:- Establish a Connection between Jira and Pabbly Connect
We will now look at the steps through which we will establish a link between Jira and Pabbly Connect. This will help us to fetch the newly created Jira issues.
A. Trigger App
Trigger allows us to choose the application that will receive the data for Pabbly Connect. In our case, it would be Jira Software (Triggers).
Choose ‘Jira Software (Triggers)’ as the Trigger App and select ‘Configure Webhooks’ as a Trigger Event.
B. Webhook URL
A new Webhook URL will get generated. You will use this Webhook URL to create a connection with your Jira account. Copy the Webhook URL.
As soon as you Copy the Webhook URL, Pabbly Connect will start looking to capture data from Jira Software, as indicated by the rotating Waiting For Webhook Response button.
C. Connect Jira Account
Log in to your Jira account, and navigate to ‘Settings’ > ‘System’ > ‘Webhooks’.
Name your Webhook, select Status as ‘Enabled’, and paste the Webhook URL we copied earlier.
Specify a JQL query e.g; project = “Project Name” AND issuetype = Task, check Issue “created”, and click on ‘Create’.
D. Test Connection
To test the established connection, we will create a new issue and check for the response received.
Expand the Response Received, where the details of the issue ticket you just created must be visible.
Step 3:- Setup Freshdesk as the Action App to Create Tickets
Action allows us to choose the application that will get executed by the workflow trigger.
We essentially want to use the captured Jira issues to create new tickets in Freshdesk. Therefore, Freshdesk will be our Action App.
A. Action App
Choose ‘Freshdesk’ as the Action App, select ‘Create Tickets for Existing Contacts’ as your Action Event, and click on ‘Connect’.
Select ‘Add New Connection’, and you will be asked to enter your API Key, Freshdesk Account Password, and Freshdesk Subdomain.
Go to your Freshdesk dashboard, and click on your ‘Profile Icon’ > ‘Profile settings’.
Copy Your API Key, paste it into its given field, and enter your Freshdesk Password.
Copy the Freshdesk Subdomain, paste it into its given field, and click on ‘Save’.
Map the Name from the step above.
Similarly, map the other fields, select the Email for whom you want to create tickets and click on ‘Save & Send Test Request’.
The moment you click on Save & Send Test Request, a ticket will automatically be created in your Freshdesk account.
Our automation is complete. We have successfully integrated Jira with Freshdesk. Each time you create a new issue in Jira, it will automatically be used to create a ticket in your Freshdesk account.
You can copy this entire workflow by clicking this link.
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