Reporting on the number of Zendesk tickets linked to a Jira issue

What's my plan?

The Zendesk Support for Jira integration allows Jira issues to be sorted by the number of Zendesk Support tickets linked to each issue. This can help your developers prioritize their work by elevating Jira issues that have a larger number of customers asking for a specific feature, or reporting the same bug.

For information about ticket linking, see Creating a link to an existing Jira issue from a ticket.

Related articles:

• Setting up Zendesk Support for Jira integration
• Using the Zendesk Support for Jira integration
• Updating a ticket when the status of a Jira issue changes

Setting up linked tickets reporting in Jira

The linked tickets reporting feature allows you to keep track of the number of Zendesk tickets linked to each Jira issue and their IDs.

To enable this feature, custom fields must be added to your Jira projects. The setup process requires a Jira administrator to create one or both of these custom fields:

• A text field, for the list of Zendesk ticket IDs
• A number field, to count the number of ticket IDs

Then, the administrator needs to add one or both of these fields to the screens of the Jira projects. Each of these custom fields can be used independently of the other.

After completing the setup, the feature automatically updates and displays the following information:

• When a Zendesk ticket is linked to a Jira issue, the Zendesk Ticket Count field is incremented by one, and its ID is appended to the Zendesk Ticket IDs field.
• When a Zendesk ticket is unlinked from a Jira issue, the Zendesk Ticket Count field is decreased by one, and its ID is deleted from the Zendesk Ticket IDs field.

Note: Jira only displays these custom fields if there are tickets linked to a particular Jira issue.

To set up the linked tickets reporting feature

1. In Jira, click the Settings (cog) icon on the upper-right, and select Issues.
2. Select Fields > Custom fields from the left navigation panel.
3. On the Custom fields page, click Create custom field in the upper-right corner.
4. On the field type selection page, click Paragraph, then click Next.
5. On the text field configuration page, enter a name and description for the text field.

   The Name field is case-sensitive and must be entered precisely as shown below.

   • Name: Zendesk Ticket IDs
   • Description: Lists the Zendesk ticket IDs related to the Jira issue in a comma-separated string.
6. Click Create.
7. On the next page, use the checkboxes to select which screens the field should appear on, then click Update.
8. Click Add custom field in the upper right corner.
9. On the field type selection page, select Number Field, then click Next.
10. On the number field configuration page, enter a name and description for the number field.

    The Name field is case-sensitive and must be entered precisely as shown below.

    • Name: Zendesk Ticket Count
    • Description: Number of Zendesk tickets linked to Jira issue
11. Click Create.
12. On the field association page, use the checkboxes to select the screens the number field should appear on, then click Update.
13. Confirm the fields are displayed on the correct screens.