Need to activate JIRA / Freshdesk integration

[Katie Kokkinos]

I need to activate the integration between JIRA and Freshworks. Where do I find 1) my JIRA username (not the admin email address), and 2) API token? 

[Dario B · Accepted solution]

Hello @Katie Kokkinos ,

Welcome to the Atlassian Community!

In order to authenticate with Jira Cloud you need to use your Atlassian account email address and API token. 

For details on how to create an API Token please see below link:

• Manage API tokens for your Atlassian account 

Cheers,
Dario

[Katie Kokkinos]

Hello Dario,

Thank you. This answers part two of my question. Can you please tell me where I can find the JIRA username for our account admin (not the email associated with the account)? I need this information too, to set up my integration.

Best,
Katie

[Dario B]

Hi @Katie Kokkinos ,

As already mentioned in my previous reply you can only use email address and api token in order to authenticate with Jira Cloud.

Usernames have been removed in Atlassian Cloud since quite some time already. See below links for details:

• Say goodbye to usernames in Atlassian Cloud
• Deprecation notice and migration guide for major changes to Jira Cloud REST APIs to improve user privacy

If you could point us to the documentation you are following to set-up your integration we can double-check whether this is for Jira Server, or if it is outdated, or if there is anything else that can be done.

Cheers,
Dario 

[Katie Kokkinos]

Hello Dario,

I appreciate your reply. Please note that I am only trying to follow the instructions that I have been given. See below screenshot from my Freshdesk account. It explicitly states that I need a username and not an email address. 

Best, Katie

[Dario B]

Hello @Katie Kokkinos ,

I believe I have found the documentation you are following and it seems indeed to be either a mixed Cloud/Server doc, or just something a bit outdated.

The links I have found are the below ones:

• https://support.freshdesk.com/support/solutions/articles/5963-the-jira-app
• https://support.freshdesk.com/support/solutions/articles/5963-integrating-jira-with-freshdesk

And in there I can see that the link in the third bullet point (quoted below) is pointing to a documentation page for Cloud (that is not mentioning usernames at all, since they have been removed: https://support.atlassian.com/jira-core-cloud/docs/add-new-users/ ):

• Please make sure to enter JIRA admin username and not admin email address.

While the link in the last sentence points to a documentation page for Jira Server 6.4 instead (https://confluence.atlassian.com/jira064/managing-your-user-profile-720416077.html - Jira Server and Data Center 6.4):

 You will find your JIRA username from under JIRA profile settings.

Now, in order to clarify:

1. Have you actually tried to configure the integration using email address and api token?
2. Does work or you get any error (which one?)?

Please let me know.

[Katie Kokkinos]

Hello Dario,

Yes we have tried but are getting error messages. I'm trying to work through this with the Freshdesk team. I think it could possibly be faster to have a short call with a representative from JIRA, Freshdesk, and a developer from my team. Would you or someone on your team be willing to join a call? 

Katie

[Dario B]

Hi @Katie Kokkinos ,

Can you let us know what kind of error messages you are getting so that we can further look into this issue?

For the rest, since you are currently being on a free plan:

1. There are a number of 3rd party applications known not to work on free plans. This is not in the list of the known ones but it could still be that it does not work due to limitation of free plans.
   For details see: What is the Free Jira Cloud plan? 
2. Being on a free plan you are not entitled for standard support. Only community support (here) and therefore having a call is not an option (and anyway it wouldn't be a good idea to share private data like phone numbers, email addresses and meetings id in a public forum).
   For details see: Explore Jira Cloud plans 

Now, in order to proceed I suggest to do the following:

1. Log in to https://id.atlassian.com/manage/api-tokens 
2. Delete your existing api token(s) and create a new one
3. Reconfigure the FreshDesk integration using your email address and the newly created api token
4. If this still fails, let me know date time and timezone you did this together with any error message or code you get back and I will go check the logs for your Jira site.

Cheers,
Dario