Jira Reporting in Explore

Answered

5 Comments

  • Official comment
    Taylor Bowser
    Zendesk Customer Advocate

    Hi Rebecca! 

     

    You will only be able to report on Jira linked tickets using custom ticket fields or tags at this time. Here are some articles to help you get started. 

    I can say that this is something that our Product team is actively looking into implementing in the future to allow for more in depth reporting for those using this integration. 

    Hope this helps!


    Best, 

  • Jeffrey Bowden

    Just came here looking for the same thing, hope its something that can be done soon

     

    0
  • Nicole Saunders
    Zendesk Community Team

    Hi Jeffrey, 

    Can you tell us more about your use case? i.e. what you use JIRA for, what kind of data you would be seeking, etc? 

    1
  • Jeffrey Bowden

    On a high level I would like to be able to use Explore to report on tickets with Jiras, How many tickets with the same related Jira, along with tying it to reporting on standard fields within Zendesk.

    1
  • Mike Davis

    Hi Jeffrey!

    We utilize both JIRA and Zendesk for tracking items like support issues and feedback requests. Here's a few things we do.

    We have a field in JIRA that calculates the number of Zendesk tickets linked to it. We also push through labels to JIRA through the integration. This allows for filtering and sorting within JIRA to look for tickets with that have a Zendesk ticket attached, and/or what labels are present that were pushed through.

    We also have a field in Zendesk added where the JIRA ticket is found, and then can report on those in Explore by that field. That is a manual add, but its fairly easily done by agents.

    It's not 100% automated, but it provides us reports on both sides, JIRA and Zendesk. Give me a holler if you have questions on this setup. Cheers!

    1

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