Freshen Up Your ITSM: Connect Freshservice and Jira With Exalate

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Freshen Up Your ITSM: Connect Freshservice and Jira With Exalate 

Let’s face it, many organizations use a mix of tools. The dev teams use Jira, while the IT teams use Freshservice. Maybe, even ServiceNow or Azure DevOps for infrastructure and operations.

While these tools work well on their own, if disconnected, escalations often get lost, SLAs keep ticking, and visibility remains a puzzle.

Exalate for Freshservice helps all these tools work together. It enables real-time bidirectional sync between Freshservice and Jira, and other tools like ServiceNow, Salesforce, Freshdesk, Zendesk, etc., giving your teams the visibility and control they need without changing how they work.

With Exalate for Freshservice, teams can:

• See Freshservice tickets (or incidents) natively in systems like Jira, complete with custom fields, inline images, tags, attachments, comments, and much more.
• Work on tickets (incidents or service requests) without switching platforms, where updates flow between systems automatically.
• Automate ticket escalations between Freshservice and other tools like Jira based on status, urgency, or custom triggers.
• Track the complete lifecycle of the ticket across multiple systems, making SLA reporting and audits second nature.

While Freshservice offers native integrations with tools like Jira, these are often limited in flexibility and depth. They typically support basic field mapping or one-way data transfer, which may work for simple use cases, but fall short for organizations needing real-time, bidirectional sync, custom routing logic, or advanced cross-company collaboration.

That’s where third-party solutions like Exalate become essential. They offer the control, scalability, and extensibility that growing IT teams and MSPs require to orchestrate workflows across a diverse toolset without creating brittle, one-off integrations or depending on manual workarounds.

Real-World Use Cases: Connect Freshservice With Jira, ServiceNow, Salesforce, and More

Automating Incident Escalations

A service desk agent logs an incident in Freshservice. It needs engineering input. With a Freshservice integration, the issue shows up in the correct Jira project, tagged and categorized properly. Engineers work as usual in Jira; their status updates or transitions reflect back in Freshservice instantly.

In this manner, Freshservice’s SLA timers are respected even when escalated to Jira.
Jira work item updates feed back into Freshservice to ensure accurate response/resolution metrics.

DevOps & Incident Response

Security or DevOps teams often use Jira Software or Azure DevOps, while IT support sits in Freshservice. An integration enables real-time collaboration on incidents, post-mortems, and service requests, without needing manual status updates.

Multi-Team Coordination

Customer-facing teams use Zendesk or Freshdesk. IT uses Freshservice. Developers are in Jira. With Exalate, you can connect all three, so escalations and updates (internal and external) flow cleanly between systems.

MSPs Handling Multiple Clients

An MSP supports multiple clients using different ITSM tools, some use Freshservice, others use Jira Service Management, or ServiceNow. With Exalate, MSPs can centralize operations in Jira and sync relevant tickets with each client’s environment securely and selectively.

Example:
A client opens a ticket in their Freshservice instance. It syncs to the MSP’s internal Jira with the proper context. Technicians handle it in Jira, and the client sees progress updates directly in Freshservice.

This enables a federated ITSM workflow where tickets move fluidly across platforms. You can configure routing rules and sync policies based on department, ticket type, or urgency.

Why Use Exalate for Integrating Freshservice With Other Tools?

• Fully customizable sync logic via scripting. Define what syncs when and how. Use AI Assist to generate your sync rules automatically.
• Granular control through platform native triggers. Choose which Freshservice tickets (incidents or service requests) should sync to Jira, map fields flexibly, and preserve team autonomy on each side.
• Distributed architecture: Each system retains full control over its configuration, perfect for cross-company or multi-department workflows. Scaling your integration network becomes far easier with this setup.

Want to Make Jira at the Core of Your Federated ITSM Workflow?

For many Atlassian customers, Jira works as the central hub, but that doesn’t mean it has to carry everything.

With Exalate, you can plug Freshservice with other tools like ServiceNow, Azure DevOps, Salesforce, etc. into your Jira-based processes, creating a federated, traceable, and scalable ITSM setup.

Get Started

Do you already use Jira and Freshservice in your organization? Wondering how you can connect these tools and reduce friction between your teams?

Exalate for Freshservice can help you connect multiple systems in the rest of your toolchain.

Want to find out how this could work with your setup? Share your thoughts in the comments below or reach out to us with your integration questions.