Configure the JIRA integration for Freshchat and Freshdesk Omni.


This article contains:

Installation

Connecting Your Jira Account

After clicking 'Install,' you can authenticate your Jira account. Ensure you have admin access for the account that you need to connect.

Connecting Your Freshchat Account 

  1. Enter your Freshchat domain URL in the format yourcompany.freshchat.com. You can obtain this by navigating to Admin → API Settings → Your Chat URL.

  2. Enter your Freshchat API key. This can also be found in the API settings from the previous step.


Configure 

  1. Choose up to 10 Jira fields to display in the inbox.

  2. Select the Jira projects from which agents can link, create, or view Jira issues.

  3. Configure the sync settings by selecting which updates should be sent to Freshchat/Jira.

Inbox Experience

View linked issue

Click on the issue name to view more details about a linked issue.


Linking an Issue

To link a conversation to an existing Jira issue, click on the 'Link Issue' button. You can search for a specific issue using the Issue ID or Issue Summary. Please note, for search by Issue ID, you must enter the exact ID. For example: FRES-32.


Creating an Issue

To create a new issue for the conversation:

  1. Click on the 'Create Issue' button.
  2. Choose the Project & Issue Type where this issue belongs.
  3. The form will display mandatory fields by default. If you wish to add optional fields, click on the Add optional fields button.
  4. After entering the details, click on the Create & Link Issue button.

If you wish to unlink an issue from a specific conversation, click on the Unlink button located below the issue.