Hi Freshdesk team. here are a list of issues I ran into and some suggestions for the Jira Plus integration.
Let more than one status in Jira map to same status in FD and vice versa
Some companies may have status values such as "Fixed' and "Done" which functionally should map to same action in FD
Add "JIRA" to tags in FD ticket (in addition to the JIRA Ticket ID) to make it possible to search for all linked FD tickets
Add FD Ticket URL to JIRA "External ID" field
Make options in Jira Plus settings mutl-select and add new ones indicated by asterisks below:
Sync Updates
In Jira
When issue status is updated in Jira
Add a public note in Freshdesk
Add a private note in Freshdesk
Update status in Freshdesk
* Notify customer via email *
* Notify agent via email *
When a comment is added in Jira
Add a public note in Freshdesk
Add a private note in Freshdesk
Notify customer via email
* Notify agent via email *
In Freshdesk
When ticket status is updated in Freshdesk
Add a comment in Jira
Update Jira status
When a note is added in Freshdesk
Add a comment in Jira
Add link to FD ticket to Jira
You probably have to give user option to pick which JIRA field to add this to.
Easy solution would be to just add it to the description (append if linking)
Following are issues I find with using the Jira plugin. Below are suggestions to improve the plugin.I believe these may be relatively small changes to the plugin.
Its not easy currently to generate a notification to the agent.
For many companies notifying the customer of changes to a Jira ticket is not a good idea.A human filter will need to be added to avoid mis-communication for a few reasons listed below.
Time a bug is marked fixed is not same as when fix is available to customer. We use ticket status for auto-notification to customer.Agent must control when ticket status is updated.
I would not want a customer ticket being re-opened if the Jira ticket got re-opened (again, I'd like a notification to agent but don't want to just reopen the ticket unless agent deems its needed0
Our Jira has more status values than freshdesk and Jira Plus does not allow re-using status in either so no way to map all status values
Can't map multiple resolutions to single resolution. This makes it very limiting. Use cases where this would be useful:
JIRA Done, Resolved -> FD: Resolved
If I want notification to go to agent only:
JIRA ANY Status -> FD: JIRA Issue Resolved
Need method to find all tickets in FD that are linked to Jira (suggestion: add "JIRA" tag in addition to the ticket # already added)
Need to make it easy to open the Freshdesk ticket from Jira (suggestion: Add the Freshdesk URL to Jira)
Steve McMillen
Hi Freshdesk team. here are a list of issues I ran into and some suggestions for the Jira Plus integration.
Following are issues I find with using the Jira plugin. Below are suggestions to improve the plugin. I believe these may be relatively small changes to the plugin.
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