Freshservice

Jira

Integration

ITIM: Freshservice—Jira Integration

ITIM, a leading provider of retail optimization solutions, implemented Getint’s Freshservice–Jira integration to enhance service delivery across multiple clients. By automating ticket synchronization and streamlining collaboration between support and engineering teams, ITIM significantly improved operational efficiency.

Find Out how we did it!

Client Overview

Industry:

Managed IT Services

Consulting

Retail

Company size:

SMB

Location:

United Kingdom

KEY STAKEHOLDER

Khaja Siddiqui

Support Manager at ITIM

Retail optimization provider for multi-channel retailers
Freshservice used by first-line IT support teams
Jira used for second-line engineering ticket handling
Required ticket pass-through with comments, attachments, and fields
Implemented near real‑time sync without code, supported by responsive integration team

Scope of Work

Automated Ticket Routing

Configured Getint to automatically push support tickets from Freshservice to Jira in near real‑time.

Bi-Directional Comment & Attachment Sync

Ensured comments, attachments, and status updates flow between systems without loss of context.

Field Mapping & Metadata Transfer

Mapped key fields—priority, category, custom ticket metadata—ensuring accurate sync.

No-Code Implementation & Support

Deployed via Getint App with rapid configuration; prompt support from Getint team on technical issues.

Integration Objective

To improve operational efficiency and reduce manual ticket handoff errors, ITIM aimed to automate Freshservice-to-Jira ticket workflows—creating near real‑time synchronization of full ticket context, while maintaining simplicity and rapid response to issues.

Data Integration Specifics

Issue Types:

Included issue types:

Support Incidents → Jira Issues
Bug Fixes and Development Requests

Field Mapping:

Fields synchronized:

Priority, Category
Status updates
Public comments, attachments
Custom ticket metadata

Scripting and Custom Development Support

Configured fully via UI mapping; custom scripting used by Getint only to resolve edge‑case connector issues.

Success Metrics

The integration’s success was defined by

Prompt Ticket Escalation
Support tickets route automatically, reducing resolution delays.
Seamless Context Transfer
Comments and attachments flow without manual intervention or loss.
Rapid Issue Resolution
Support team praised for prompt support and issue response.
User-Friendly Process
Non-technical configuration with no scripting required.

Vendor Selection Process

ITIM chose the Getint App from the Atlassian Marketplace for its ease of setup, intuitive no-code interface, auto-mapping features, and strong responsiveness from the Getint support team—ensuring smooth deployment.

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

Near Real‑Time Ticket Flow

Automated ticket sync from Freshservice to Jira as incidents arise.

Full Ticket Context

Mapped key fields, comments, and attachments throughout the lifecycle.

Non-Technical Deployment

UI-led setup completed quickly without scripting.

Responsive Assistance

Getint provided prompt support to resolve any technical hurdles.

What Key Stakeholder Say

“The integration between FreshService and Jira went smoothly with the Getint App. The App does the job we need it to do… When came upon any technical issues the support team response was prompt… We have been very pleased with the ease of use and abilities of the integration App.”

Khaja Siddiqui

Support Manager at ITIM

Conclusion

Getint enabled ITIM to revolutionize retail service by automating support ticket flows—delivering speed, consistency, and clarity across platforms.

By enabling near real‑time ticket sync and offering seamless support, Getint helped ITIM accelerate service delivery and strengthen client satisfaction.

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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.

Is the ticket sync near real‑time?

Yes—Freshservice tickets sync to Jira almost instantly, minimizing wait time.

Are comments and attachments included?

Yes—public comments and attachments transfer fully between both systems.

Do you need coding knowledge to implement?

No—all configuration was managed via the UI with no scripting necessary.

How does Getint handle edge-case issues?

Getint support proactively resolves any connector issues and applies minor scripting when needed.

Is Getint secure for retail or client data?

Yes—Getint is ISO 27001 & ISO 27018 certified, SOC 2 Type II audited, GDPR compliant, and handles data securely.

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