Freshservice

Jira

Integration

Avvale: Freshservice—Jira Integration

Avvale, a global expert in digital business transformation and circular economy solutions, implemented Getint to integrate Freshservice with Jira. The integration automated ticket flows, synced custom and standard fields, and enabled field‑based filters—all managed from Jira. With targeted scripting support, Avvale improved reliability, scalability, and administrative simplicity—leading to a successful rollout across multiple customers.

Find Out how we did it!

Client Overview

Industry:

Consulting

Company size:

Enterprise

Location:

Italy

KEY STAKEHOLDER

Giovanni Piazza

Project Manager & Professional Jira Consultant at Avvale

Global provider of circular economy consulting and digital transformation
Uses Freshservice for customer ticketing and Jira for delivery project management
Needed streamlined sync between support and engineering systems
Required control over which tickets sync based on field values
Preferred a Jira‑only setup with no customer‑side installations

Scope of Work

Jira‑Managed Integration

Configured the entire integration within Jira, centrally managing connections to multiple Freshservice instances.

Quick Build Field Mapping

Used auto‑mapping to sync standard and custom fields, then fine‑tuned filters for specific ticket flows.

Conditional Filtering

Set rules so tickets only sync when a designated “Group” field met specific values—no code needed.

Custom Script Support

Implemented advanced scripting so that if the “Group” value was set, sync halted and notification was triggered.

Integration Objective

Avvale needed a scalable, reliable integration to synchronize customer support tickets from Freshservice to Jira—while controlling sync based on key field values, centralizing management in Jira, and avoiding additional installs on clients’ systems.

Data Integration Specifics

Issue Types:

The integration focused on:

Freshservice Tickets → Jira Issues

Field Mapping:

Auto-mapped both standard and custom fields:

Summary, Description, Assignee
Status, Priority, Dates
Custom fields like “Group”

Scripting and Custom Development Support

Created a rule to pause sync and raise notifications when specific Group field values appeared—delivered via Getint’s scripting support.

Success Metrics

The integration’s success was defined by

Streamlined Operations
Used Jira as central control center, reducing tool switching and setup burden.
Selective Synchronization
Tickets synced only when valid, ensuring relevance and minimizing clutter.
Admin Ease & Scalability
Quick build mapping and filters allowed easy rollout to multiple clients.
Resilient Performance
Targeted scripting support ensured integration remained robust and controlled.

Vendor Selection Process

Avvale evaluated several integration tools through the Atlassian Marketplace and Google research. Getint stood out due to its unified Jira interface without needing separate customer installations, powerful auto-mapping, flexible filtering, in-app documentation, and highly responsive support—providing confidence for scaling across many clients.

Why Getint Stood Out?

During the vendor selection process, Getint emerged as the preferred choice due to:

Built-in Integration

No need for an external hub, ensuring easier maintenance

User-Friendly Interface

Accessible for standard Jira administrators, with straightforward configuration

Reliability and Low Maintenance

Set-and-forget functionality

Cost-Effectiveness

Balanced pricing for the value delivered

Responsive Support

Prompt and effective assistance during setup and troubleshooting

800 000 +

Active Users

5 000 +

Installations

3.8 / 4

Rating

7 mln

Integrations Daily

Our Certifications

What We Accomplished

Central Administration

Managed all Freshservice integrations directly from Jira.

Rapid Field Mapping

Used Quick Build to auto map most fields, then fine-tuned for unique requirements.

Controlled Sync via Field Rules

Configured filters to sync only valid tickets based on Group value.

Advanced Notifications

Deployed custom scripting to stop sync and alert when conditions were met.

What Key Stakeholder Say

“We highly recommend Getint for its ability to manage integrations with our Customers through a single interface. It has streamlined our processes and the developers' support in configuring our use case has been invaluable.”

Giovanni Piazza

Project Manager & Professional Jira Consultant at Avvale

Conclusion

Getint’s Freshservice–Jira integration has simplified Avvale’s customer ticket management—bringing clarity, control, and efficiency.

By combining powerful UI mapping, conditional logic, and scripting, Getint enabled scalable, low-maintenance integrations for global clients.

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Frequently asked questions

Have questions? 
We've got you!

Our comprehensive FAQ section addresses the most common inquiries about our integrations, setup process, pricing, and more - making it easy to find the answers you need quickly.

Do customers need to install anything?

No—the integration is managed completely from Avvale's Jira.

Can only specific tickets be synced?

Yes—sync conditional on Group field values ensures only relevant tickets flow.

Are custom fields supported?

Yes—including both default and custom date and select fields.

Is scripting required?

Only for advanced use cases—Getint’s support implemented a pause-and-notify script for Avvale.

Can the integration scale across many clients?

Yes—the Jira-centric setup and flexible mapping make it simple to replicate across customers.

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