Explore recipe: Reporting on Jira tickets

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12 Comments

  • Ioannis Nanos

    Hi,

    Is it possible to add a column in that report with the Jira's ticket number?

    Thanks,

    Giannis

    1
  • Gab Guinto
    Zendesk Customer Care
    Hi Ioannis,
     
    I'm afraid that Jira ticket ID is not an attribute natively available in Explore. If you create a custom ticket field and populate the field with the corresponding Jira ID, then you should be able to pull the data from that field to your Explore reports. 
    0
  • Eva Kautenburger

    Hi there,

    is there any way we can separate Jira Ticket IDs in the Explore reporting? When more than one Jira Ticket is connected to a Zendesk ticket, the Ticket IDs are reported in one column and the displayed status reported of the Jira ticket is always the "highest" one, so it mostly says closed or done but you can't see which of the reported issues actually is done and if the other tickets have a different status. Any idea or workaround for this? 

    Cheers,

    Eva

    0
  • Dane
    Zendesk Engineering
    Hi Eva,
     
    As what has been mentioned above, Jira Ticket ID is not a valid attribute in Explore. Therefore, we cannot return the values natively not unless you'll create a custom field for it and manually enter the values. This can later be used for your queries. 
     
    Thank you for understanding this current limitation.
    0
  • Richard

    I have a custom field in tickets where we record the Jira Ticket ID. Is it possible to adapt this report (or create a new one) to show me how many Zendesk tickets I have linked to each Jira Ticket ID?

    We want this to help us quickly identify and prioritize the bugs our developers should be most focused on.

    0
  • Erin O'Callaghan
    Zendesk Documentation Team

    Hi Richard, yes, as long as you're capturing the Jira ID in a custom field, this is possible! To create the report, add the metric from the recipe above, and then add your custom field as an attribute in the Rows column. This will give you a table with two columns: one for each Jira ticket ID, and one for the number of Zendesk tickets associated with that Jira ticket.

    0
  • Sarath

    Hi,

    Is it possible to count tickets based on when the "jira_escalated" tag was added to create monthly/weekly reports?

    Thank you.

    Sarath 

    0
  • Elaine
    Zendesk Customer Care
    Hi Sarath,
     
    Reporting on "when" a specific tag was added/used in tickets is currently not possible in Explore. The closest date attribute that you can use in a report when a tag was used is by using the Update - Date attribute from the Support - Updates history dataset.
     
    I've taken a look at our Community and found that other users are discussing similar needs in the post titled Report on When Tag Was Added to Ticket. You can up-vote that original post and add your detailed use case to the conversation.
     
    Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. I hope this helps! Stay safe!
    0
  • Jay Krishnan

    Hi 

    Is it possible to report on the below -

    1. the time spent by the Ticket in the Group until the moment it was escalated as Jira.

    2. the time spent by the "Ticket" post escalation till the Jira is resolved i.e. the time from the moment Jira escalation happened to the time Jira is resolved.

     

    0
  • Gab Guinto
    Zendesk Customer Care
    Hi Jay,

    This may only be possible if you have a dedicated custom field that is filled out/updated at the time of Jira escalation. Jira tags are added when a ticket is linked to a Jira issue, but Explore does not have the ability to report on when exactly a tag is added. If the tag corresponds to a custom ticket field value, then you can pull the timestamp of when the field was updated (when the field value tag was added), and from there, you can create custom calculations to measure duration from ticket assignment to escalation or from escalation to resolution.
    0
  • Jay Krishnan

    Thanks Gab Guinto. Would it be possible for you to illustrate with an example on your comment -- "If the tag corresponds to a custom ticket field value, then you can pull the timestamp of when the field was updated (when the field value tag was added), and from there, you can create custom calculations to measure duration from ticket assignment to escalation or from escalation to resolution."

    0
  • Gab Guinto
    Zendesk Customer Care
    Hi Jay,
     
    Let's say you have this custom dropdown with this option

    When a ticket is linked to a Jira issue via the integration, the tag jira_escalate is added; so the value 'Linked to Jira' will automatically set on that field.

    In explore, you can get the timestamp when the field was set to 'Linked to Jira' (i.e., when jira_escalate tag was added) via the Ticket field changes attributes –

    – similar to the logic here. Here's a sample:

    This attribute should show you the timestamp the ticket was escalated to Jira. You can then reference this timestamp in your calculations using Explore date functions such as DATE_DIFF.
     
    If you decide to explore this workaround, please note that this will only work on tickets escalated after the field is created and added to your forms.
    0

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