Report on escalated Jira tickets

2 Comments

  • Molly
    Zendesk Customer Success

    Hey Marcel,

    This one is a puzzle indeed, so thanks for bringing it up! I worked on this for quite a while with some of my colleagues and unfortunately we couldn't quite get something that worked how you wanted. As a quick point of clarification, is there any other way you note that these tickets were escalated to Jira? Such as a ticket field? If so, we might have more luck creating this query.

    One, admittedly not great, workaround would be to find all the tickets with the "jira_escalated" tag and note those ticket IDs. Then you could report on tags and filter the query for only the IDs with that tag. It would essentially require two queries and a lot of manual work.

    I do know that the Explore team is still looking at tag reporting and I believe there are still some changes they want to make. I have passed this feedback along to them!

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  • Marcel

    Hey Molly,

    thank you for your reply and for diving into this puzzle together with your colleagues, much appreciated.

    As a quick point of clarification, is there any other way you note that these tickets were escalated to Jira? Such as a ticket field? If so, we might have more luck creating this query.

    Unfortunately not, no. Zendesk's Jira integration add-on is only adding those "jira_escalated" and "jira_update" tags automatically to the tickets, which were used to create a Jira ticket. Ticket fields, types, etc. are not affected by this (at least as far as I can see).

    One, admittedly not great, workaround would be to find all the tickets with the "jira_escalated" tag and note those ticket IDs. Then you could report on tags and filter the query for only the IDs with that tag. It would essentially require two queries and a lot of manual work.

    Ouch, but yeah, could work as an emergency workaround, thank you for the suggestion.


    I do know that the Explore team is still looking at tag reporting and I believe there are still some changes they want to make. I have passed this feedback along to them!

    Thank you very much for doing so, Molly. Looking forward to updates from the Explore Product Team then.


    Best,
    Marcel

     

     

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