Freshservice Jira Integration

Exalate is an integration platform that connects Jira and Freshservice for real-time, bidirectional data synchronization. It enables IT service teams using Freshservice to collaborate with development teams in Jira by automatically syncing tickets, work items, statuses, and custom fields. Unlike native integrations that offer limited field mapping, Exalate uses a script-based approach with Groovy that handles any sync complexity, from simple field mapping to advanced conditional routing based on priority, category, or custom logic.

You can sync any field available through the Freshservice and Jira APIs. Common fields include summary, description, status, priority, attachments, comments, custom fields, labels, assignee, and timestamps. Freshservice ticket types (incidents, service requests, problems, changes) sync to corresponding Jira work items (bugs, tasks, stories, epics). You control exactly what syncs and what stays private through Exalate’s scripting rules.

Yes. Exalate syncs any custom field available through REST APIs. Use Aida, the AI assistant, to generate the sync rules by describing what you need in plain language, or write Groovy scripts directly for full control. For example, you can map Freshservice’s “Department” field to Jira’s “Team” field, transform values during sync, or conditionally sync based on field content.

Yes, Exalate syncs in real time. When a ticket updates in Freshservice, the corresponding Jira work item reflects the change within seconds and vice versa. This eliminates manual handoffs and ensures both teams always work with current data. You can also run bulk operations to sync existing items all at once.

Yes. Configure one-way sync when you need data to flow in a single direction only. For example, sync Freshservice incident details to Jira while keeping Jira development comments private. You control sync direction per field, send statuses both ways while keeping attachments one-way.

Yes. Use Exalate to link multiple related Freshservice tickets to a single Jira work item. This is useful when customers report the same bug multiple times, so instead of creating duplicate Jira work, consolidate them in one place. Configure triggers to automatically detect related tickets based on custom fields, tags, or content matching.

Set up triggers using Freshservice’s search syntax to automatically sync matching tickets to Jira. For example, create a trigger that syncs all Freshservice incidents with “High” priority or specific tags to your Jira engineering project. The sync creates the Jira issue instantly, maps the fields you specify, and keeps both systems updated in real time.

Common use cases include: IT-to-Dev escalation (routing infrastructure issues from Freshservice to Jira engineering), MSP workflows (syncing tickets from customer Freshservice instances to your Jira), change management (linking Freshservice change requests to Jira releases), incident tracking (converting Freshservice incidents to Jira bugs), and cross-team collaboration where IT support and development need real-time visibility into each other’s work.

Freshservice’s native Jira app handles basic linking and status sync but lacks advanced customization. Exalate offers script-based control for complex scenarios, conditional routing, field transformations, multi-node setups, and cross-company sync without sharing credentials. If you need to route tickets to different Jira projects based on Freshservice category AND priority while transforming custom fields, native apps can’t handle that.

Yes. MSPs commonly use Exalate to connect their Freshservice instance (or multiple client Freshservice instances) to a unified Jira for centralized visibility. Route tickets based on client identifier, priority, or ticket type while keeping client data isolated. Each connection maintains separate sync rules and permissions.

Exalate uses single-tenant architecture so your data never mixes with other customers’ data. Security features include end-to-end encryption (TLS 1.2/1.3), JWT access tokens, and role-based access controls. The platform is ISO 27001:2022 certified.

Visit Exalate’s Trust Center to get all the security details. 

Exalate uses outcome-based pricing where you pay based on active items currently syncing, not per user or transaction. Each integration (Jira ↔ Freshservice) requires its own plan. 

Check out detailed Exalate pricing or estimate your costs with the pricing calculator. 

Start your free trial with Exalate. Create a connection between the two instances, then configure sync rules. Use Aida to generate scripts from plain-language prompts or customize Groovy scripts directly. Set up triggers to automatically sync matching items. A 30-day free trial lets you test with your actual data.

If you have a specific use case in mind, you can always book a demo with us, and we can help you get started.