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)