TOPdesk and Jira integration options: what each one does
TOPdesk and Jira usually meet at one point: a service desk operator needs a developer, or a developer needs to tell the service desk what happened. There are four common ways to connect them. They differ in direction, in how much each side sees of the other, and in who has to maintain the setup.
This page compares them using TOPdesk's and each vendor's own documentation, read in October 2026, and says when a simpler option is the better one. Where a vendor doesn't state something, usually pricing, we say it isn't stated.
The short answer
| If you need | Look at | Why |
|---|---|---|
| A free, one-way escalation from TOPdesk to Jira | TOPdesk's own Jira integration | Built by TOPdesk, free, based on an action sequence |
| Ready-made actions in both tools on Jira Cloud | TOPdesk for Jira (Avisi Apps) | Created in coordination with TOPdesk; works in both directions |
| Light notifications and simple automations | Zapier | Trigger-action, no coding |
| Two-way sync with changes, comments and custom fields | ZigiOps | Standalone platform, licensed per workflow |
What you are really deciding
What starts the handoff. An operator clicking an action, or an event such as a status change. This decides how much happens without anyone thinking about it.
What travels back. A Jira issue number written into the TOPdesk card is one thing. Status changes, comments and closure details flowing back are another.
Which TOPdesk objects are involved. Incidents, changes, or both.
Who owns the setup. A TOPdesk administrator, a Jira administrator, or a third-party platform.
How TOPdesk connects to other tools
Most TOPdesk-to-Jira setups start from TOPdesk's action sequences. An action sequence is a sequence of HTTP requests that TOPdesk sends to another system's API. Operators can run one by hand from a context menu, or an event can trigger it. For Jira, TOPdesk sends a request to the Jira API with the content Jira needs, Jira creates a ticket and answers with the issue number, and the action sequence can write that number back into the TOPdesk card. TOPdesk's own integration and the Avisi app are both built on action sequences. Zapier and ZigiOps work from outside TOPdesk.
The four options in detail
1. TOPdesk's own Jira integration (action sequence)
What it is. A free action sequence on the TOPdesk Marketplace, created by TOPdesk.
How it works. It creates or updates a Jira issue from a TOPdesk event and can optionally write feedback back to TOPdesk. The escalate step creates a Story with fixed details and stores the Jira issue number in an external number field on the card. You can customize the steps. It requires TOPdesk 8.08.026 or later and works on TOPdesk SaaS and on-premises Virtual Appliance.
Good for. One-way escalation from TOPdesk to Jira when you want no extra licence and no extra tool.
Watch for. It starts in TOPdesk, so Jira-side changes don't trigger anything on their own. Extending the steps takes someone comfortable with action sequences.
2. TOPdesk for Jira (Avisi Apps)
What it is. An app on the Atlassian Marketplace, developed in coordination with TOPdesk and paid through Atlassian. It works with Jira Cloud, Jira Software and Jira Service Management.
How it works. A Jira administrator generates pre-filled action sequences in Jira, choosing create or update, the TOPdesk card type and, for create, the Jira project and issue type. The administrator downloads them and a TOPdesk operator imports them under Modules, Action Management. The app creates Jira issues from TOPdesk and updates them, creates TOPdesk incidents and changes from Jira, and updates TOPdesk changes and incidents from Jira. Admins can configure which fields are copied to TOPdesk, and a Jira transition can trigger a TOPdesk change. The documentation also covers transitioning Jira issues from an action sequence and rich text in descriptions.
Good for. Jira Cloud teams that want actions available in both tools without building them.
Watch for. The listing names resolving changes and incidents from Jira to TOPdesk as the next item on the roadmap, so resolution does not flow back automatically yet. It is a Jira Cloud app.
3. Zapier
What it is. A general automation service. The TOPdesk Marketplace lists it as a way to connect TOPdesk with 3,000+ apps without coding, and Zapier publishes a template that creates Jira Software Cloud issues and updates TOPdesk incidents when second-line incidents are logged.
How it works. You build trigger-and-action automations. Each zap starts from one event and performs one or more actions.
Good for. Light handoffs and notifications, especially if you already use Zapier.
Watch for. Test the return path. Check that comments, attachments and status changes flow both ways in the zap you build, not only the creation. Pricing isn't stated on the TOPdesk listing.
4. ZigiOps
What it is. A standalone no-code platform. It is listed on the TOPdesk Marketplace and documented in the ZigiOps docs.
How it works. It syncs TOPdesk incidents (first and second line) and changes with Jira tasks and issues, including fields, custom fields, status mapping, comments and attachments. Ready-made templates cover TOPdesk incidents to Jira tasks and Jira tasks to TOPdesk incidents, and the sync can be extended to other TOPdesk entities such as changes. Sync runs on an interval you configure, as short as 1 second. It works with TOPdesk Cloud and on-premises, runs as a ZigiWave-hosted cloud or on your own infrastructure, and does not permanently store the data it transfers. Licensing is per workflow, from €500 a month billed yearly.
Good for. Ongoing two-way sync between the service desk and engineering, with custom fields and status mapping in both directions.
Watch for. A platform licence is more than you need for a single escalation rule. For that, TOPdesk's own action sequence is the simpler route.
Other routes you may meet
ONEiO, an integration platform, publishes a TOPdesk setup guide that uses an action sequence to send data to a ONEiO endpoint, with Jira handoffs as one of its examples. Exalate lists TOPdesk among connectors offered on request through a demo. We haven't evaluated either in detail.
At a glance: hosting and price
| Option | Where it runs | Price |
|---|---|---|
| TOPdesk's own Jira integration | TOPdesk SaaS or on-premises Virtual Appliance | Free |
| TOPdesk for Jira (Avisi Apps) | Jira Cloud | Paid through Atlassian |
| Zapier | Not stated on the TOPdesk listing | Not stated |
| ZigiOps | ZigiWave-hosted cloud or your infrastructure | Per workflow, from €500 a month, billed yearly |
How to choose: five questions
Which way do updates need to travel? Creation only, or status, comments and closure as well.
Which TOPdesk objects? Incidents only, or changes too. Check each option's documentation for the object you care about.
Which Jira edition? The Avisi app is a Jira Cloud app. The other options are not limited to it.
Who maintains the logic? Action sequences need someone who can edit them. Platforms and apps move that work to configuration screens.
How is it priced? Free, per app, per automation run, or per workflow. Ask for the price in writing for your volumes.
Four situations and what fits
Service desk operators escalate calls to developers, nothing more. Start with TOPdesk's free action sequence.
A Jira Cloud team wants actions in both tools. Look at TOPdesk for Jira. Check the roadmap item on resolving from Jira.
You want simple alerts across several tools. Zapier can do it. Test what comes back before you rely on it.
Both teams update the same records, with changes and custom fields. A sync platform such as ZigiOps fits that job.
Before you start: a checklist
- On the TOPdesk side: check your TOPdesk version (the free action sequence needs 8.08.026 or later), and decide who may create and edit action sequences.
- On the Jira side: a Jira administrator for the setup, a test project, and a decision on which issue types TOPdesk cards should become.
- On both sides: a short list of which fields each side owns, a status mapping on paper, and a test card you can create, update and close without affecting real work.
Where ZigiOps fits
ZigiOps is for teams that need incidents and changes kept in step with Jira in both directions, with custom fields, without scripts. It is not the right choice for one-way escalation, where TOPdesk's free action sequence is simpler. To see it on your own systems, see the ZigiOps TOPdesk Jira documentation, book a demo or start a free trial.
Sources
- TOPdesk Marketplace: Jira integration (action sequence)
- Atlassian Marketplace: TOPdesk for Jira
- Avisi Apps documentation: create or update a Jira issue
- TOPdesk Marketplace: Zapier Integration Platform
- Zapier: TOPdesk integrations
- TOPdesk Marketplace: ZigiOps Jira TOPdesk integration
- ZigiOps documentation: TOPdesk Jira integration
Frequently asked questions
Is there a free way to connect TOPdesk and Jira?
Yes. TOPdesk lists a free action sequence that creates or updates a Jira issue from a TOPdesk event. It requires TOPdesk 8.08.026 or later and works on SaaS or an on-premises Virtual Appliance.
What is a TOPdesk action sequence?
A sequence of HTTP requests that TOPdesk sends to another system's API. Operators can run it from a context menu, or an event can trigger it. For Jira, TOPdesk sends the content, Jira creates the issue and returns its number.
Can Jira update TOPdesk?
Yes, with the right tool. TOPdesk for Jira creates and updates TOPdesk incidents and changes from Jira, and resolving from Jira is on its roadmap. ZigiOps has a ready template for Jira tasks to TOPdesk incidents.
Does this work with TOPdesk on-premises?
The TOPdesk action sequence supports SaaS and an on-premises Virtual Appliance. ZigiOps documents TOPdesk Cloud or on-premises for its templates. The Avisi app's listing does not state it.
Which option handles custom fields?
ZigiOps syncs standard and custom fields. In TOPdesk for Jira, admins configure which fields are copied to TOPdesk. In the action sequence, you adjust the steps.
Does the Avisi app work with Jira Data Center?
Its Marketplace listing says it works with Jira Cloud.
When is Zapier enough?
When you want a simple handoff or notification and you have tested that the updates you need flow in both directions. For continuous two-way sync of incidents, changes and custom fields, use a sync tool.