Freshservice

Jira

Integration

Contract Services: Freshservice—Jira Integration

A nonprofit supporting over 60,000 entertainment industry professionals streamlined its IT operations by integrating Freshservice and Jira via Getint. The integration automated incident and service request routing, including comments and status updates, boosting efficiency and reducing manual handoffs. “Getint’s app does what they say it does, and their customer service has backed that up.” — Steve Kao, CIO, Contract Services

Find Out how we did it!

Client Overview

Industry:

Media

Company size:

SMB

Location:

United States

KEY STAKEHOLDER

Steve Kao

Chief Information Officer at Contract Services

Nonprofit serving motion picture & TV professionals since the 1960s
Handles over 60,000 workers with safety training and administrative support
Needed automated ticket handoff from Freshservice to Jira IT teams
Integrated incidents and service requests, including comments and statuses
Deployed app-led setup ensuring efficient, bidirectional sync

Scope of Work

Incident ↔ Issue Sync

Mapped Freshservice incident tickets to Jira issues automatically.

Service Request Routing

Synced service request tickets to Jira for handling by IT teams.

Full Context Transfer

Ensured comments and status updates flow both ways.

No-Code, App-Only Deployment

Set up entirely via the Jira app, no external connectors required.

Integration Objective

To automate transfer of Freshservice tickets (incidents and service requests) into Jira—eliminating manual entries, improving ticket visibility, and synchronizing status and comments in real time.

Data Integration Specifics

Issue Types:

Synchronized issue types:

Freshservice Incidents ↔ Jira Issues
Freshservice Service Requests ↔ Jira Issues

Field Mapping:

Custom field mappings were implemented to ensure seamless data synchronization between Freshservice and Jira. Key mappings included:

Description ↔ Description
Freshservice Replies ↔ Jira Comments
Status ↔ Status
Requested Items ↔ Jira Description (for service requests)

Scripting and Custom Development Support

The integration was configured entirely through the Getint UI, requiring no custom scripts or development work—ensuring rapid deployment and low overhead for the team.

Success Metrics

The integration’s success was defined by

Automated Ticket Flow

Freshservice tickets now appear in Jira automatically—no manual handoff required.
Context-Rich Synchronization

Comments and statuses sync between platforms in near real-time.
No-Code Deployment

Setup completed through UI—without any need for custom development.
Reliable Support Experience

Quick response times and dependable onboarding assistance from Getint.

Vendor Selection Process

While evaluating integration options, the Contract Services team prioritized reliability, simplicity, and support. Getint stood out with its proven Freshservice–Jira integration, intuitive configuration, and responsive customer service. The decision was reinforced during the trial period, where the tool delivered exactly as promised—backed by a support team that ensured a smooth experience from setup to launch.

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

Automated mapping of Freshservice tickets

into Jira issues.

Bidirectional sync

of comments and status updates.

Rapid no-code deployment

via Jira-only app

Seamless experience backed

by reliable customer support.

What Key Stakeholder Say

“Getint’s app does what they say it does, and their customer service has backed that up.”

Steve Kao

Chief Information Officer at Contract Services

Conclusion

By integrating Freshservice with Jira using Getint, Contract Services eliminated manual handoffs and achieved near real-time synchronization across systems.

The no-code deployment, reliable support, and full ticket context transfer enabled the IT team to focus on service delivery—confident that every ticket reaches the right hands, with all the right details.

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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.

Are incidents and service requests synced?

Yes—Freshservice incidents and service requests are automatically mapped to Jira issues.

Is context preserved?

Yes—comments and status updates sync bi‑directionally between systems.

Was any coding needed?

No—setup was entirely app-based with no scripting required.

Is deployment simple?

Yes—Freshservice and Jira integration is configured via the Jira app only, no external connectors needed.

Is support reliable?

Yes—Getint’s customer service has been praised for its responsiveness.

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