Not able to integrate JIRA Plus app in Freshdesk

[Farhan Khan]

Hello,

We are receiving error while trying to integration JIRA Plus app in Freshdesk. API tokens are not getting authenticated. As per Freshdesk team, there is no error from their side.

[Javier Pozuelo -Exalate-]

Hi @Farhan Khan I'm the community manager at Exalate.

Check if you’re using an API token tied to a Jira Cloud account with the right permissions. If it keeps giving you trouble, and that the email address + token is what the app expects (some apps don’t support Atlassian accounts with SSO/2FA). If it keeps giving you trouble, I’d suggest raising this with Atlassian Support. And if you want something with a bit more flexibility than the Jira Plus app, tools like Exalate can handle Freshdesk and Jira sync without those token issues.

Good luck with the integration!

[Trisha Griffis]

When you receive authentication errors while integrating the JIRA Plus app in Freshdesk, especially related to API tokens not getting authenticated, the issue is most often with how the Jira API token is generated, used, or formatted, or a mismatch in base URL, user credentials, or permissions. 

1. Check Which Jira Product You’re Using Is it:

• Jira Cloud (via Atlassian account)? Supported.
• Jira Server/Data Center? Not supported by Jira Plus — only Cloud is.

If you’re on Server, you’ll need to explore third-party apps or Freshdesk’s generic API connectors instead. 

2. Ensure You’re Using the Correct API Token Format  

You must use your Atlassian email address + API token for authentication (not your password).

How to generate a Jira API token: 

1. Go to: https://id.atlassian.com/manage-profile/security/api-tokens
2. Click Create API token
3. Name it (e.g., “Freshdesk Integration”) and copy the token
4. Use your Atlassian email address and the new token in the Freshdesk Jira Plus setup

Do NOT use your password or any other credential.

API token is used as the password in Basic Auth 

3. Verify You’re Using the Correct Base URL 

In the Jira Plus setup, Freshdesk will ask for the Jira site URL.

Example:

https://yourcompany.atlassian.net

Do not include trailing slashes or use incorrect domains (like jira.com, jira.org, or internal subdomains).

4. Use Basic Authentication Format

Freshdesk typically uses Basic Auth for the Jira Plus app. That means:

• Username: your Atlassian email (e.g., judy@example.com)
• Password: your API token (generated above)

You may need to enter this into a field or a pop-up during configuration.

5. Check Permissions of the Jira User 

The user whose API token you’re using must have sufficient permissions in Jira:

• Browse Projects
• Create Issues (if syncing tickets from Freshdesk)
• Comment on Issues (if posting Freshdesk updates)

Try logging into Jira Cloud using that email/token combo via Postman to verify the credentials work.

6. Clear App & Retry

Sometimes caching or partial installs cause issues:

• Remove the Jira Plus app from Freshdesk
• Reinstall it fresh
• Ensure no autofilled credentials are inserted incorrectly

7. Enable Atlassian API Access (if restricted)

Some organizations restrict API usage for security. If you’re part of an enterprise Jira Cloud instance: 

• Ask your Jira Administrator to ensure API tokens are not blocked or limited for your user
• Ensure 3rd party app access is allowed

As a last resort you can try this in Postman:

• URL: https://yourcompany.atlassian.net/rest/api/3/myself
• Auth: Basic Auth
  • Username: Your Atlassian email
  • Password: API token

If you get a 200 OK response, your credentials are valid.

If you are still stuck

• Feel free to drop a screenshot of the error (without sensitive info) and the exact step where it fails (e.g., “after clicking Connect”, or “during token entry”)
• Or happy to do a quick call to see if we can help you Book Here

[Farhan Khan]

I need someone to join the call with us and Freshdesk team to fix this issue. Please provide an email contact for the call.