TLDR: I need to built a report based on problem tickets but only showing connected incident tickets from the past week.
So we use problems and incidents to tie into our JIRA instance and report on how many bugs customers are experiencing with our games. So for example, if there is a problem with Login, we would create a problem ticket called "Login Problem" and then each time a customer contacts us with this problem, we convert their ticket to an incident and tie it to the problem ticket. We use some custom API work to pass that information back and forth between JIRA.
So here's the bottom line problem:
On the problem tickets, I have a custom field called "name of JIRA ticket" which is just a text field that JIRA feeds based on the ticket linking between Zendesk and JIRA.
I need to create a report that shows the top 10 problem tickets, with the name of their connected JIRA ticket, based on how many incidents were added to that problem within the last week.
If I use # of problems as my What, then I can get the name of JIRA ticket no problem, but I don't know how to make it only show me the # of related incidents from the last week.
If I use # of incidents as my What, I can get that number of related incidents from the last week no problem, but then Zendesk looks to the incident tickets for the name of the JIRA ticket and can't find it.
I don't know if there is a reporting solution to this, but I'm wondering if anyone has any ideas along the following:
1. A custom metric that is something like # of connected incidents created within the last week
2. A custom metric that is something like "name of ticket field" from any connected problem ticket.
3. Some other idea!
Hopefully that all makes sense and was enough background.
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