Convert escalated support tickets into development tasks

When a high-priority customer issue is logged in Freshdesk, create a matching task in Jira Software Cloud for product engineers to investigate.

Try:

See all Freshdesk + Jira Software Cloud integrations or talk to a human

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How Knit builds this workflow

The Agent researches both APIs and wires the trigger on one side to the action on the other — no pre-built connector required. Here is the vocabulary it has to work with.

Freshdesk Explore Freshdesk →

Triggers

New ticket created

Fires when a new support ticket is created in Freshdesk.

Ticket status changed

Fires when a ticket's status changes in Freshdesk.

Ticket assigned

Fires when a ticket in Freshdesk is assigned to an agent.

SLA breached

Fires when a ticket in Freshdesk breaches its response SLA.

Actions

Create ticket

Creates a new ticket in Freshdesk.

Update ticket status

Updates a ticket's status in Freshdesk.

Assign ticket

Assigns a ticket in Freshdesk to an agent.

Add ticket comment

Posts an internal or public comment on a ticket in Freshdesk.

Jira Software Cloud Explore Jira Software Cloud →

Triggers

New task created

Fires when a new task or card is created in Jira Software Cloud.

Task completed

Fires when a task in Jira Software Cloud is marked complete.

Due date approaching

Fires when a task's due date in Jira Software Cloud is coming up.

Comment added

Fires when a comment is added to a task in Jira Software Cloud.

Actions

Create task

Creates a new task in Jira Software Cloud.

Update task

Updates a task's status or assignee in Jira Software Cloud.

Add comment

Posts a comment on a task in Jira Software Cloud.

Move task

Moves a task in Jira Software Cloud to a different board or list.

Resolve customer tickets automatically when tasks complete When an engineer marks a bug fix task as complete in Jira Software Cloud, update the status of the related support ticket in Freshdesk so support can notify the customer. See details

Flag SLA breaches on project management task boards If a critical ticket breaches its resolution SLA in Freshdesk, post an urgent warning comment directly on the related task in Jira Software Cloud. See details

See all Freshdesk + Jira Software Cloud integrations → · Browse the full workflow library →

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FAQ

Common questions

Can Knit build “Convert escalated support tickets into development tasks” between Freshdesk and Jira Software Cloud?

Yes — describe it in the box above and Knit's Integrations Agent researches Freshdesk and Jira Software Cloud's public API docs (or your own uploaded docs) and builds a working workflow, whether or not either app already has a pre-built connector.

How long does it take to build?

Minutes to a first working version, not weeks — you test it against real data before it goes anywhere near production.

What's the most common Project Management + Ticketing automation?

Creating a task in Jira Software Cloud whenever a ticket in Freshdesk is escalated or tagged as a bug, with a two-way status sync so support sees engineering progress without leaving Freshdesk.

Can status updates flow back to the original ticket?

Yes — when the linked task in Jira Software Cloud changes status, the Agent can post that update back onto the original ticket in Freshdesk automatically.