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You can synchronize with any of the supported issue tracking platforms:

  • JIRA Cloud
  • JIRA Server
  • GitHub
  • Zendesk 
  • Servicenow 

Jira Server to Jira Server synchronization

Jira Server to Jira Cloud synchronization

Install Exalate

Install the Exalate app from the marketplace and configure the proxy user.

 How to install Exalate app

Steps to install the Exalate app from the marketplace
  1. Log into your Jira instance as an admin.

  2. Click the admin drop-down and choose Add-ons. 

  3. Locate Exalate Issue Sync for Jira 2 Jira & more

  4. Click Free Trial to install the app. 
    We provide a free evaluation period for 30 days. The evaluation period can be extended twice until 90 days. 
    Check Licensing and pricing for more details.
  5. Accept terms and agreements. 
  6. You're all set! Get started to set up your first synchronization!

 How to set the proxy user

A proxy user is a user, that will be used to carry out any changes such as creating issues, updating data, adding comments and attachments, etc.

It's the user who impersonates external instances. All changes on local issues are performed on behalf of this user. You can use an existing user account or create a new one, specifically dedicated to the Exalate app. 


Changes made by the proxy-user will not be synchronized.

If you set the administrator as a proxy user and create issues with the help of the 'create on behalf of ' Service Desk functionality, issues will not be synchronized.


The proxy user configuration depends on the issue tracking platform. 

How to set a proxy user on Jira Cloud

Atlassian creates the app user for Jira Cloud apps automatically. This user cannot be modified. The app user is a proxy user for Exalate.

The username is Exalate and email address is

The proxy user on Jira Cloud is a member of the following user-groups: 

  • atlassian-addons
  • atlassian-addons-admin
  • jira-core-users
  • jira-servicedesk-users
  • jira-software-users 

How to set a proxy user on Jira Server

Navigate to General settings in the Exalate admin menu to set the proxy user.

How to set a proxy user on Zendesk

Navigate to Admin - Apps - Manage - Exalate app settings - App configuration

Input the proxy user email address and the token generated by that user. Check how to generate access token for more details.

Exalate requires a dedicated zendesk agent as a proxy user. 

How to set a proxy user on Exalate for Servicenow

  1. Log in to the Exalted admin console
  2. Navigate to General Settings
  3. Input details:
    • Servicenow instance URL
    • Proxy user name
    • Proxy user password

The proxy user must have admin roles in Servicenow instance.

Required permissions

The proxy user needs permissions to create and change issue information.

The following permissions are required:

  • Create issue
  • Edit issue
  • Link issue
  • Transition issue: change statuses (on issue transition)
  • If comments are synchronized, the proxy user will need to add, edit, and delete a comment
  • If attachments are synchronized, the proxy user needs to add, and delete attachments
  • If work logs are synchronized, the proxy user needs to add, edit, and delete work log 
  • If security levels are synchronized, the proxy user needs to access the security levels

Jira Service Desk permissions

The proxy user needs to be a service desk agent.


Configure your first synchronization.

Set up a Connection

Synchronization between two instances requires a configured Connection.

One side needs to initiate the connection and send an invitation to the partner - the Destination instance. 

The other side needs to finish the configuration from their side. 

You can synchronize Jira issues with different issue tracking platforms. For example, you can sync between your JIRA Server and JIRA Cloud or with another Jira Server even if it's behind the firewall.

You can also sync local projects within the same Jira Instance. For more details check typical use cases

To start synchronization with your partner - Initiate Connection

If you have an Invitation code - Accept Invitation.

Set-up first synchronization for Exalate 3.x or lower versions

If you use Exalate lower than 4.x version, your configuration is slightly different from the Exalate 4.x. 

You need to configure an Instance and a Relation


We strongly recommend upgrading your Exalate to the latest version for better user experience.

Synchronize an issue

Go to an issue and use the Exalate operation to start synchronization.

Find out more ways to synchronize issues automatically.

Check the video on how to set up your first synchronization using Exalate.

Configure the synchronization behavior of your use case with the help of Jira Server configuration guides.