How can I use JIRA Filters to see Zendesk tickets in JIRA?
JIRA filters allow you to collect tickets that share certain features, much like views are used in Zendesk. A JIRA filter is a query function that returns a set of JIRA Issues, Stories, Bugs, Projects, Labels, and the like. This can be especially useful if you are trying to see how many tickets are directly linked to the JIRA issues.
JIRA offers JQL queries that can be built specifically to search for labels in issues, bugs, or projects. After you build the query, you can save it as a filter for later use.
You may initially want to search for all of the issues inside of a specific project. To do this, run the following JQL query:
project = "MyProject"
Where MyProject is the name of your project. This returns results like the following:
When a Zendesk ticket is linked to a JIRA issue, by default, a system default tag ('jira_escalated') is passed from the Zendesk ticket to the JIRA issue. You can search for all of the JIRA issues that contain this tag within a specific JIRA Project. To achieve this, use a query like the following:
project = MyProject AND labels = jira_escalated
This will return all of the Issues, Bugs, or Stories that contain the label jira_escalated within MyProject. The 'AND' in this case simply acts as a + operator. This particular search can return many results, if you have a large number of Zendesk tickets linked to JIRA Issues.
The following screenshot is an example of the output for the query described above:
In some cases you may want to see specific results in regard to JIRA issues associated with Zendesk tickets. To see these results in JIRA, you can use the following JQL query:
project = ProjectX AND labels = jira_escalated AND issue = PROJX-2
This will return results similar to those in the following screenshot:
For more information, please refer to the following articles:
- Advanced search, a JIRA article which discusses the Advanced JQL Builder
- JIRA: Linked tickets reporting, a Zendesk Support article that covers configuring the Zendesk reporting custom issue fields
Once you add the Zendesk reporting fields such as "Zendesk Ticket IDs" and "Zendesk Ticket Count" you can use the following queries for further filtering:
project = "1st-PZ-Project" AND "Zendesk Ticket Count" >= 3
This reveals the number of JIRA issues where Zendesk ticket count is greater than or less than a specific number, thus helping to measure the number of Zendesk tickets and identify the priority of bugs, if that is an important metric for your department operation.