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Available on Suite Professional plans and above Available on Explore Professional plans and above

In this recipe, you’ll learn how to report on tickets that are linked to a Jira issue. As described in the Zendesk Jira integration guide, when creating or linking to a Jira issue from a Zendesk ticket, a jira_escalated tag is added by default to that ticket. You can use this tag (or other similar tags with a “jira_” prefix) to report on data associated with those tickets.

This report involves creating a custom metric for tickets with the jira_escalated tag, then adding several ticket attributes such as the ID, the subject, etc.

This article contains the following topics:

  • What you’ll need
  • Creating the report
  • Customizing your report

What you’ll need

Skill level: Intermediate

Time required: 10 minutes

  • Zendesk Explore Professional or Enterprise
  • Editor or Admin permissions (see Giving agents access to Explore)
  • Jira integration installed in Zendesk Support
  • Ticket and tag data in Zendesk Support

Creating the report

  1. In Explore, click the reports () icon.
  2. In the Reports library, click New report.
  3. On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
  4. In the Calculations menu (), click Standard calculated metric.
  5. In the Name field, give your metric a name like Jira escalated tickets.
  6. In the Formula field, enter or paste the following formula to look for tickets with the jira_escalated tag: 
    IF (INCLUDES_ANY([Ticket tags], "jira_escalated")) THEN [Ticket ID] ENDIF
    Tip: You can also use the Ticket tags attribute as a filter to achieve this, but creating a standard calculated metric allows you to use it repeatedly on other reports in the same dataset.
  7. In the Metrics panel, click Add.
  8. From the list, select Jira escalated tickets (the metric you created above) then click Apply. Change the aggregator to D_COUNT.
  9. In the Rows panel, click Add.
  10. From the list, select Ticket ID (and any other ticket attributes), then click Apply.
  11. (Optional) Add a filter for Ticket created - Date to narrow your results.
  12. In the Result manipulation menu (), click Metric filter. Set your metric’s min/max range to [1:1]. This filters out unqualified tickets from your report.

Customizing your report

In step 6, you can modify the formula to look for tickets with tags containing the “jira_” prefix instead:

IF (CONTAINS([Ticket tags], "jira_")) THEN [Ticket ID] ENDIF

You can also customize the formula to find tickets that contain any of the tags you've listed.

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