Keep Your Support and Development Teams in Sync with Exalate’s Freshdesk Jira Integration

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Support and development teams often find themselves stuck in endless back-and-forth. If you’re using Freshdesk for customer support and Jira for issue tracking, you know the drill: copy and paste the ticket details, update statuses manually, and chase down responses. It’s a nightmare!

That’s why we introduced Exalate for Freshdesk connector, designed to eliminate bottlenecks and ensure smooth collaboration between Freshdesk and Jira (and other platforms like Azure DevOps, Zendesk, ServiceNow, and more).

Why Freshdesk Jira integration matters?

Often, support teams handling Freshdesk tickets require input from the dev teams or external outsourced help desks using another system like Jira.

When these teams work in silos, information gets lost, SLAs get breached, and customers get frustrated.

With Exalate for Freshdesk, you can automate ticket escalations and bidirectional updates between Freshdesk and Jira. No more switching between tools, everything flows automatically and effortlessly, in real-time.

Let’s break down some use cases where this integration can make a big difference.

Automate ticket escalation: Freshdesk to Jira

Ever had a bug land in Freshdesk that clearly needs dev attention? Instead of copy-pasting all the ticket details in Jira, Exalate ensures:

• Support agents can escalate Freshdesk tickets directly to Jira, automatically transferring key details like summary, description, priority, attachments, and notes.
• All the necessary updates, such as bug fixes, status changes, or version releases, are synced back to Freshdesk, keeping the support agent in the loop without extra effort.

Cut down on all the back-and-forth clarifications. This means faster issue resolution, happier developers (no more messy ticket handovers), and, most importantly, satisfied customers.

Improve Visibility and Reporting

A lack of visibility between support and engineering teams often leads to duplicated efforts, delays, and missed SLAs.

With Exalate for Freshdesk:

• Managers get accurate cross-platform reports without juggling multiple dashboards.
• IT and support leaders can analyze resolution times, service performance, and escalation patterns directly in the tool of their choice.

Optimizing MSP and ITSM workflows

For MSPs handling multiple clients or IT teams managing large-scale or scattered service desks, it can be difficult. This is true especially for scenarios where Freshdesk tickets need to be routed to the correct Jira project based on certain conditions.

With Exalate, you can:

• Define advanced sync rules that decide which Jira project a Freshdesk ticket should sync to or automate your ITSM workflows.
• Sync only the necessary fields, so shared data is not prone to unauthorized access.
• Maintain independent control over one-way or two-way sync, ensuring your integration stays secure.

Key features of Exalate for Freshdesk

• Fully customizable Groovy-based sync rules to set up advanced Freshdesk integrations. Define exactly what data gets shared and what doesn’t.
• AI-assisted scripting to make the script generation process faster and more efficient.
• Granular triggers to automate syncs between Freshdesk and other platforms.
• Real-time one-way or two-way Freshdesk integration with other systems.

How to get started with Exalate for Freshdesk?

Exalate for Freshdesk ensures that your teams stay in sync while using their preferred tools. If you’d like to see it in action, let’s talk!

Request a free trial, or book a call with us and we’ll walk you through how Exalate can fit into your workflows.

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