Freshdesk Jira Integration

Exalate syncs Freshdesk ticket fields, including summary, description, status, priority, attachments, labels, custom fields, and notes, with Jira work items. For Jira, you can sync any work item field plus sprint data, including summary, issue type, description, attachments, labels, priorities, statuses, and custom fields. Using Exalate’s Groovy-based scripting, you can sync virtually any field available through the REST APIs of both platforms. 

Exalate uses outcome-based pricing, where you pay based on active items in sync. Each integration between Freshdesk and Jira requires its own plan. You can start with a free 30-day trial to test the full script-based functionality. Pricing scales based on the number of tickets and issues actively syncing, not per user or transaction. 

Check out the full pricing details here or estimate your costs before moving ahead. 

Exalate offers Standard and Priority Support options. Priority Support includes a dedicated support engineer, configuration assistance, and enhanced SLAs. All plans include access to Aida, the AI assistant that helps with scripting and troubleshooting. For MSPs and service providers, a specialized package helps you connect seamlessly with multiple clients.

Yes, Exalate lets you map multiple related Freshdesk tickets to one Jira work item. This is useful when customers report the same bug through different channels. By consolidating tickets, you avoid duplicate Jira work and get unified updates on resolution progress without switching between tools.

Start by registering your account on the Exalate app. Create a connection between Jira and Freshdesk. Configure your sync rules, either use Aida to generate scripts from your requirements or write custom Groovy scripts. Set trigger conditions to automate synchronization. Once configured, changes sync automatically in real-time.

Native integrations like the Jira Plus App offer basic linking and status updates with predefined field mappings. Exalate provides full script-based customization, letting you transform data, apply conditional logic, and handle complex scenarios that templates can’t accommodate. Exalate also supports cross-company integrations where each side maintains independent control over their sync rules.

Yes, Exalate fully supports Jira Service Management (JSM) integration with Freshdesk. You can sync tickets between Freshdesk and JSM incidents, service requests, or any JSM issue type. This enables support teams to collaborate across platforms, track tickets in real-time, and resolve issues faster without tool switching.

Yes, Exalate supports true bidirectional synchronization. Changes made in either Freshdesk or Jira automatically sync to the other platform in real-time. You can also configure one-way sync if your workflow requires data to flow in only one direction. Each side controls what data it sends and receives independently.

Exalate syncs comments and notes between Freshdesk and Jira automatically. You control whether public notes, private notes, or both sync to the other platform. Comments retain their formatting, including rich text, links, and embedded content. The sync is real-time, so support agents and developers stay informed without manual updates.

 Set up triggers in Exalate to automatically create Jira issues when specific conditions are met in Freshdesk. For example, trigger escalation when a ticket status changes to “needs development” or when a custom field value is set. Aida can help you configure these automation rules based on your escalation workflow.

Exalate uses a single-tenant architecture where your data is isolated from other customers. The integration doesn’t require sharing admin credentials between platforms, and each side maintains independent access control. Data transfers use encrypted connections, and you have full control over what fields sync, ensuring sensitive information stays private.

Learn more about Exalate’s security posture at the Trust center. 

Yes, Exalate supports custom field synchronization for both platforms. Map Freshdesk custom fields to Jira custom fields, or transform values as they sync. This works for text fields, dropdowns, multi-select options, dates, and numeric fields. Aida can help you configure complex custom field mappings.

Basic integrations can be configured in under an hour using Aida to generate sync scripts. More complex cross-company scenarios with custom field mappings, conditional logic, and multiple connection types may take a few days with additional support, if required. The unified console lets you manage everything from one place, reducing setup time.