Freshdesk agent is not set as the reporter on Jira

Francisca Costa November 23, 2022

We have integrated Freshdesk on Jira and vice-versa. 

But the "reporter" field is missing in the app configuration on Freshdesk. 

What we want is for the agent that is forwarding the ticket to Jira (by choosing the "create an issue" option) to be also set as the "reporter" on Jira. All agents have accounts on both Freshdesk and Jira, with the same business email.

At the moment everytime we are forwarding a ticket from Freshdesk to Jira the reporter is automatically set as the Jira admin (whose APY key was used for the app configuration on the Jira app on Freshdesk) and so we have to change the reporter manually to the Freshdesk agent, but it would be much more efficient and less time consuming if this was set automatically.

How can I proceed?

3 answers

0 votes
Ali Köse
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February 21, 2024
Hello, we have the same issue and we have reached out to Freshdesk and they told us if you have API endpoints where they can do a GET call of all the reporters and a PUT call where it will be updating the reporter name.
0 votes
Diana_Architect_ZigiWave
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
November 29, 2022

@Francisca Costa did you manage to resolve the issue? I can agree with Patricia - most like the problem is on the Freshdesk side. So i'd be more persistent in contacting them.

I also assume you're not using any additional tool to make the integration. If you decide t try an alternative way of connecting the two systems, check out ZigiOps.

0 votes
Patricia Francezi
Community Leader
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November 28, 2022

Hi @Francisca Costa welcome to the community

If I'm not wrong this add-on is provided by Freshworks - so you need to contact them directly to have your concerns addressed.

If this is a internal add-on, so you need your developer to fix this behavior. 

I hope this helps

Francisca Costa November 28, 2022

Thank you for your answer. I contacted Freshdesk support first and I was told it was not a problem on their side, but on Jira's side, hence my post.

Patricia Francezi
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 28, 2022

Understood, but think about it:

If they provide the add-on and the field is not available in their add-on, who is supposed to fix it? 

The field is available in your jira instance, and so you can use it. 
The field is also available for updates and other actions from Jira API. 

But if this is not set the way you want to, and you want this made by their add-on, so they need to help you. 

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