Background

Freshservice is an IT help desk and service management tool that provides a ticketing system, self-service portal, and knowledge base. Organizations use Freshservices to simplify IT operations and project management. Jira is a work management solution that helps teams to track issues and manage agile projects. It allows users to customize workflows, plan, track, and release projects. 

The two programs are often used in conjunction with each other. The IT service management and the task management solutions complement each other so that reoccurring issues can be recognized and prioritized and task status can be mapped to their corresponding tickets. 

A common use case is creating an issue in Jira when a ticket is raised in Freshservice. This requires users to sync data between the two systems so that issue status can be mapped to the corresponding ticket, and tasks can be orchestrated in the big picture. 

The Challenge

Although Jira can be directly integrated into Freshservice via Freshservice Marketplace, many users need a more flexible solution to meet the need of more complex use cases such as sending status data to destinations other than Freshservice and Jira. This means users have to take extra steps to transfer data to a separate application through manually built data pipelines in order to store data for backup in a warehouse such as Amazon S3 or FTP or to send data to analytics tools such as Tableau. 

Another challenge is automatically transporting data between Jira and Freshservice in batches on a custom schedule. Tickets are received in Freshservice sporadically, so having to manually parse through each ticket and create an issue in Jira can be very time-consuming. In addition, there is little customizability in configuring detailed rules for data transformation such as only syncing certain attributes or transforming a field of data into a specific type. Throughout the lifecycle of a project, data generated from comments, attachments, and status continue to build up, further impeding the synergy between the two systems. 

The Solution

Nexla is a one-stop-shop for any data integration, so while you sync data between Jira and Freshservice, you can also send data directly to your data warehouse or analytics tools without additional effort. You can configure multiple data flows stemming from the same source so that your project data is ready for storage, analysis, or collaboration as it is being generated. With Nexla, you have granular control over every aspect of the syncing process. You can configure the attributes, formats, speed, and frequency of syncing data all within one interface without coding.

Here is an example of syncing fetching issue data from Jira to Freshservice:

First of all, search for Jira and add it as your data source. Input a username, URL, username, and API token to save the credentials. Once you have the credentials added, you can save or share them with your collaborators at any time.

 

 

 

Once your credentials are authenticated, you can configure the API endpoint that you want to draw data from. You can choose from a list of endpoints and specify the project key in a drop-down menu since we are fetching issue data for a project in this scenario. You can see an overview of all the Jira epics and issues once you test the endpoint. Next, set how often you want to fetch data from the project depending on your work cadence. 

 

 

Then the selected project issue data is automatically detected and converted into Nexsets, which are auto-generated views of your data. Nexla helps you visualize the attributes and samples of data from your Jira source. This is the step where you map data from Jira to Freshservice. Since you might not want all the information about the project, you can select which attributes you would like to generate Nexsets from and use in the destination. In the Transforms and Validations panel in the middle, you can transform data to fit the destination schema and set detailed validation rules to ensure the quality of the data output.

By repeating the same step and setting Jira as a data source, you can select Freshservice as the destination and configure the API endpoint to achieve the same in reverse.

Once you connect the destination, you can see the complete data flow on your dashboard. Nexla’s intelligence monitoring capabilities will notify you when an error occurs, and you can have a clear view of your data flow status and lineage in the dashboard. 

The Result

The process of syncing data between Freshservice and Jira is simple and can be done in minutes with a few clicks, meaning that little to no technical knowledge or engineering background is required. This means that all users of Freshservice and Jira in your organization can sync data independently and apply it to a wide variety of use cases such as updating customer service requests and sending performance data to business analytics tools. Our customers see a significant improvement in efficiency while enjoying the customizability. 

Request a demo and try it out for your organization today!