Connect HubSpot and Jira (Data Sync) (BETA)

Connect HubSpot and Jira to sync your HubSpot tickets to Jira issues. This gives visibility to support teams in HubSpot and delivery teams in Jira to help them resolve customer issues more quickly. Below, learn how to connect your Jira workspace and configure your sync to meet your business needs. 

Before you get started

• You must have a Jira Cloud account. The integration won't sync with Jira instances running on customer-owned servers.

• You must be a super admin or have App Marketplace permissions in your HubSpot account.

• You must have at least Operations Hub Starter to create any custom field mappings.

Connect the app

To connect HubSpot and Jira:

• In your HubSpot account, click the Marketplace icon marketplace in the top navigation bar, then select App Marketplace.
• Search for and select Jira (Data Sync). 
• In the upper-right, click Install app. 
• In the dialog box, enter your Atlassian credentials. Review the required permissions, and click Accept. 

Configure your sync settings

There are two stages to setting up the sync. Firstly, you should set up the HubSpot ticket to Jira issue sync (one-way or bi-directional). Once this has been set up, you should then set up a second sync to sync HubSpot notes with Jira issue comments (one-way or bi-directional). 

Set up HubSpot ticket to Jira issue sync

• In your HubSpot account, click the settings settings icon in the top navigation bar. In the left sidebar menu, navigate to Integrations > Connected Apps.
• Click Jira. 
• Click Sync more data.
• On the Select the data you want to sync page, select the Jira Issue, Site, Project, and Issue type. If you want to sync across multiple sites, projects, or issue types, you'll need to configure an extra sync. You can configure an unlimited number of syncs. 
• Click the sync direction arrows and select a sync direction.
  • Data syncs between apps: data syncs bi-directionally between HubSpot and Jira. Any changes will be synced between HubSpot tickets and Jira issues and new records will be created in both apps.
  • Data syncs only to HubSpot: HubSpot tickets will be created from Jira issues based on criteria. Only HubSpot ticket properties will be updated.
  • Data syncs only to Jira (Data Sync): Jira issues will be created from HubSpot tickets based on criteria. Only Jira issue properties will be created.

• On the Configure page:
  • Click the Data conflict resolution dropdown menu and select which app will overwrite the other when it's unclear which app has the most up-to-date information.
  • In the Mapped fields section set up your field mappings.
    • Default field mappings cannot be removed or edited. To turn off a field mapping, click to toggle the switch off. 
    • To add a custom field mapping, click Add a mapping to set it up.
• On the Limit page:
  • In the Map your ticket pipelines and stage section, select the ticket pipeline and map each HubSpot ticket stage to a Jira status. 

• • In the Filters section, click Edit to add any filters to limit which ones will sync from one app to the other. You can add multiple filters with AND or OR conditions. By default, all records are included in the sync. 
    • If you select a bidirectional sync between HubSpot and Jira, you must set up filters for when you want a HubSpot ticket to create a Jira issue, and when you want a Jira issue to create a ticket in HubSpot. 
    • If you want to prevent Jira issues from creating HubSpot tickets, configure a restrictive filter. If you don't apply a filter, every new HubSpot ticket or Jira issue will create a corresponding record in the other system.
• On the Review page, review your sync configuration and click Save and sync. 

Set up HubSpot notes to Jira issue comments sync

Once your HubSpot ticket to Jira issue sync is set up, set up a second sync to sync HubSpot notes associated with tickets, with Jira issue comments:

• In your HubSpot account, click the settings settings icon in the top navigation bar. In the left sidebar menu, navigate to Integrations > Connected Apps.
• Click Jira. 
• Click Sync more data.
• On the Select the data you want to sync page, click the HubSpot dropdown menu and select Notes. Under Jira (Data Sync), Issue Comments will automatically be selected in the first dropdown menu.

• Under Jira (Data Sync), select the same Site, Project, and Issue type that you selected for your HubSpot ticket dataSyncRight Jira issue sync, to make sure the relevant notes/issue comments are syncing between the associated tickets/issues.
• Click the sync direction arrows and select a sync direction.
  • Data syncs between apps: data syncs bi-directionally between HubSpot and Jira. Any changes will be synced between HubSpot notes and Jira issue comments and new records will be created in both apps.
  • Data syncs only to HubSpot: HubSpot notes will be created from Jira issue comments based on criteria. 
  • Data syncs only to Jira (Data Sync): Jira issue comments will be created from HubSpot notes based on criteria.

• On the Configure page:
  • Click the Data conflict resolution dropdown menu and select which app will overwrite the other when it's unclear which app has the most up-to-date information.
  • In the Mapped fields section set up your field mappings.
    • Default field mappings can't be removed or edited. To turn off a field mapping, click to toggle the switch off. 
    • To add a custom field mapping, click Add a mapping to set it up.
• On the Limit page:

• • In the Filters section, under Jira dataSyncRight HubSpot, a default filter will be set to sync all issue comments. You should match the logic of the HubSpot ticket dataSyncRight Jira issue sync.

• • In the Filters section, under HubSpot dataSyncRight Jira, a default filter will be set to make sure a HubSpot note's associated ticket is known. This ensures that notes that aren't associated with tickets, aren't synced to Jira. 
    • Click Edit to edit this filter. 
    • Add an AND filter to add any further filters that you added to your HubSpot ticket dataSyncRight Jira issue sync. For example, if you have a property on your HubSpot tickets called Support severity, which can have values from one to five, with five being the highest, and you're only syncing HubSpot tickets to Jira with a Support severity of three or higher, set the same filter in this section, to match the ticket filter.

• Click Edit to add any other filters to limit which ones will sync from one app to the other. You can add multiple filters with AND or OR conditions. These should match the logic you set in your HubSpot ticket dataSyncRight Jira issue sync, and each additional filter you add, should include the filter Ticket name is known, as per the above example, to make sure you're only syncing notes that have an associated ticket.

• On the Review page, review your sync configuration and click Save and sync.
• The sync will review every note in HubSpot, but will only sync based on the above filters.

Review your sync

To review your sync:

• In your HubSpot account, click the settings settings icon in the top navigation bar. In the left sidebar menu, navigate to Integrations > Connected Apps.
• Click Jira.
• Click the Sync overview tab. This tab shows information about the number of records in sync, failing to sync, excluded from a sync, and the timestamp of when the sync was last edited. 

• To view the individual records, click the number in each column.
• To run the sync immediately, click Sync now. 
• To create a new or additional sync, click the Sync more data button.
• To edit an existing sync, hover over the sync and Edit.
• To turn off a sync, click More > Turn off sync.
• To delete a sync, click More > Delete. In the dialog box, enter the required text and click Delete sync. 

Use the Jira (Data Sync) sync card

After connecting the integration, you can view the Jira (Data Sync) sync card on ticket records that are in sync to Jira issues. This gives you a more accurate view of your record syncing status, including:

• Which Jira record the HubSpot ticket record is syncing with. 
• The status of the sync. 
• The last time the record synced. 

Add the sync card 

If you did not customize the right sidebar of your records, the Jira (Data Sync) sync card will automatically be added to your records.

If you customized the right sidebar of your records, add the integration sync card to the right sidebar for the ticket object: 

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• In the left sidebar menu, navigate to Objects, then select Tickets. 
• Click the Record customization tab.
  
  • To edit the default view, click Default view. This view is displayed to all users who aren't on an assigned team.
  • To create or edit a team view (Professional and Enterprise only), click Create team view, or click the name of an existing view. A team view is displayed only to users that are main team members on the selected team.
• In the upper right, click Add cards. Then, search for and select the Jira (Data Sync) card.
• Close the panel by clicking the X in the top right. Then, save your changes by clicking Save and exit in the top right.

View the sync card

After the sync card has been added to your ticket records, you can view the following information on it:

• External record: which Jira issue the ticket is syncing with. Click the record name to open the record in Jira.

• Status: the status of the sync between HubSpot and Jira (Data Sync). Sync statuses include:
• • Up to date: the record is syncing successfully.
  • Sync not found: the integration is active, but currently the HubSpot record is not syncing with Jira.
  • Sync off: the sync has been turned off in the integration settings page. 
  • Record not syncing: the record is not syncing due to an error. For more information, hover over the sync status, or click the sync status to navigate to the sync health page.
  • Unknown sync: the record is syncing with Jira, but sync health information isn't available.
  • Record excluded: the record is part of an excluded bucket. For more information, hover over Sync status.
• Last updated: when the HubSpot and Jira data was last synced.