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
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
- In Explore, click the reports () icon.
- In the Reports library, click New report.
- On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
- In the Calculations menu (), click Standard calculated metric.
- In the Name field, give your metric a name like Jira escalated tickets.
- 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] ENDIFTip: 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.
- In the Metrics panel, click Add.
- From the list, select Jira escalated tickets (the metric you created above) then click Apply. Change the aggregator to D_COUNT.
- In the Rows panel, click Add.
- From the list, select Ticket ID (and any other ticket attributes), then click Apply.
- (Optional) Add a filter for Ticket created - Date to narrow your results.
- 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.
Is it possible to add a column in that report with the Jira's ticket number?
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.
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?
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.
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.
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.
Is it possible to count tickets based on when the "jira_escalated" tag was added to create monthly/weekly reports?
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!
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.
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.
Thanks @.... 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."
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.
Sometimes the Jira status is not up to date, could you please help to check the root cause?
For example in the report below, Zendesk ticket 20426, it's showing that the linked Jira ID ENG-32596 has status In Progress.
However when checking the ticket, the Jira ID status is Done
I can see that you have started a messaging ticket for this concern and our team is actively assisting you on it. We'll continue to assist you from there.
Please sign in to leave a comment.