Last updated: 2019-08-21
Source: https://support.freshdesk.com/support/solutions/articles/228388-the-jira-app-creating-a-custom-field
Note: This version of the Jira app is outdated. Please refer to this article for details on the new and advanced Jira Plus App.
To view details of your linked Freshdesk tickets in JIRA, the Administrator is recommended to create a 'Free Text' custom field in the name 'Freshdesk Tickets' (Label name should be the same).
Quick guide to create a custom field and view the details:
Log on to your JIRA accountUnder the Projects tab, click on the project you are working on
Go to the Administration tab
Go to Fields and click on Edit fields
You will be taken to the Issues tab, where you need to click on the Custom fields link on the left
Click on the add custom field button
In Create Custom Field screen, select Text Field (multi-line) and click on Next
Input “Freshdesk Tickets” in Field Name and click on Create. Or you could enter "Freshdesk Public Tickets" in the custom field name to get public url and enable direct access to Freshdesk ticket instead of making your users login to helpdesk portal.
In Associate field to Screens page, select all the check-boxes and click on Update.
Now when you open a ticket in Freshdesk, you can see the JIRA widget on the right. You can create a new issue or link your support ticket to an existing issue in JIRA by clicking on the required option from within the widget.
When you click on either of these buttons from the widget, the corresponding window will slide out to help you perform the required action.
Now when you see the corresponding issue in JIRA, you can see the URL of support tickets linked to the issue.
You can choose if you want to include tickets attachments as well when syncing a Freshdesk ticket with JIRA via the Admin control panel
This integration also allows you to setup auto-tagging. With the auto-tagging feature enabled, incoming tickets in your helpdesk will be automatically tagged based on JIRA data. To learn how to configure this in your helpdesk, click here.
To view details of your linked Freshdesk tickets in JIRA, the Administrator is recommended to create a 'Free Text' custom field in the name 'Freshdesk Tickets' (Label name should be the same).
Quick guide to create a custom field and view the details:
Log on to your JIRA account.Under the Projects tab, click on the project you are working on
Go to the Administration tab
Go to Fields and click on Edit fields
You will be taken to the Issues tab, where you need to click on the Custom fields link on the left
Click on the add custom field button
In Create Custom Field screen, select Text Field (multi-line) and click on Next
Input “Freshdesk Tickets” in Field Name and click on Create. Or you could enter "Freshdesk Public Tickets" in the custom field name to get public url and enable direct access to Freshdesk ticket instead of making your users login to helpdesk portal.
In Associate field to Screens page, select all the check-boxes and click on Update.
Now when you open a ticket in Freshdesk, you can see the JIRA widget on the right. You can link your support tickets to issues in JIRA by clicking on Link an issue
You can create a new issue for this ticket or link it to an already existing issue in JIRA
Now when you see the corresponding issue in JIRA, you can see the URL of support tickets linked to the issue.
You can choose if you want to include tickets attachments as well when syncing a Freshdesk ticket with JIRA via the Admin control panel
This integration also allows you to setup auto-tagging. With the auto-tagging feature enabled, incoming tickets in your helpdesk will be automatically tagged based on JIRA data. To learn how to configure this in your helpdesk, click here.