How can I report on Support tickets linked to Jira? Follow

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6 comments

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    George Mogilevsky

    is it possible to see a list of Zendesk tickets and pull in some info from the Jira issues? like subject, issue number and status?

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    Nicole - Community Manager

    Hey, George - 

    I'm posting this same answer to both of your questions: I suggest checking out the Zendesk Integrations topic in the Community to see if there's an answer there, or if any of the members who work with JIRA integrations have suggestions for you. Hope that helps, and Happy Zendesking!

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    Shahdy

    George, did you find an answer here?  We're looking for the same.

    Nicole, we've searched the community, but have been unable to find a direct answer.  We're just looking for a list of Zendesk tickets with additional columns like JiraID and Jira Status.

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    Jessie - Community Manager

    Hey Shahdy!

    I know it's not possible to do this in Views, but I'm checking with some of our JIRA experts to see if there might be an alternative, perhaps using the API. Stand by!

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    Shahdy

    So, we're now getting some Jira information in the views, but only because we've created custom fields on the ticket and are copying values from the linked Jira issue into the custom fields.

    The ideal situation, and I believe what George was asking as well, was to report or view the Jira information simply because the item was linked and not have to duplicate the data over onto the ticket.

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    Garrick Rohm

    Hi Shahdy,

    You've identified a good strategy in copying the information into the Zendesk ticket. If you're copying that info manually, you may be able to automate that process using the integration's field sync feature.

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