Explore recipe: Reporting on Jira tickets

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<p>In this recipe, you’ll learn how to report on tickets that are linked to a Jira issue. As described in the <a href="https://support.zendesk.com/hc/en-us/articles/4408827996058-Using-the-Zendesk-Support-for-Jira-integration#topic_okj_r5d_zm" target="_self">Zendesk Jira integration guide</a>, when creating or linking to a Jira issue from a Zendesk ticket, a <strong>jira_escalated</strong> 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.</p>
<p>This report involves creating a custom metric for tickets with the <strong>jira_escalated</strong> tag, then adding several ticket attributes such as the ID, the subject, etc.</p>
<p><img class="img-screenshot" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/explore_recipe_jira_tickets_1.png" width="850"></p>
<p>This article contains the following topics:</p>
<ul>
<li><a href="#h_01FV0NSS2AX5HHBGGWK50Y5ZEK" target="_self">What you’ll need</a></li>
<li><a href="#h_01FV0NSYT639YC9BK64990V4JH" target="_self">Creating the report</a></li>
<li><a href="#h_01FV0NT3JQBWK81636FG9MBK8V" target="_self">Customizing your report</a></li>
</ul>
<h2 id="h_01FV0NSS2AX5HHBGGWK50Y5ZEK">What you’ll need</h2>
<p><strong>Skill level:</strong> Intermediate</p>
<p><strong>Time required:</strong> 10 minutes</p>
<ul>
<li>Zendesk Explore Professional or Enterprise</li>
<li>Editor or Admin permissions (see <a href="https://support.zendesk.com/hc/en-us/articles/4408836002970" target="_self">Giving agents access to Explore</a>)</li>
<li>Jira integration installed in Zendesk Support</li>
<li>Ticket and tag data in Zendesk Support</li>
</ul>
<h2 id="h_01FV0NSYT639YC9BK64990V4JH">Creating the report</h2>
<ol>
<li>In Explore, click the reports (<img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_query_icon.png">) icon.</li>
<li>In the Reports library, click <strong>New report</strong>.</li>
<li>On the <strong>Select a dataset</strong> page, click <strong>Support</strong> &gt; <strong>Support - Tickets</strong>, then click <strong>Start report</strong>. The report builder opens.</li>
<li>In the <strong>Calculations</strong> menu (<img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_calculations.png">), click <strong>Standard calculated metric</strong>.</li>
<li>In the <strong>Name</strong> field, give your metric a name like <strong>Jira escalated tickets</strong>.</li>
<li>In the <strong>Formula</strong> field, enter or paste the following formula to look for tickets with the <strong>jira_escalated</strong> tag:
<pre>IF (INCLUDES_ANY([Ticket tags], "jira_escalated")) THEN [Ticket ID] ENDIF</pre>
<div class="note tip">
<span class="tiptitle">Tip: </span>You can also <a href="https://support.zendesk.com/hc/en-us/articles/4408838151450-Reporting-with-tags#topic_a15_bjp_plb" target="_self">use the <strong>Ticket tags</strong> attribute as a filter</a> to achieve this, but creating a standard calculated metric allows you to use it repeatedly on other reports in the same dataset.</div>
</li>
<li>In the <strong>Metrics</strong> panel, click <strong>Add</strong>.</li>
<li>From the list, select <strong>Jira escalated tickets</strong> (the metric you created above) then click <strong>Apply</strong>. <a href="https://support.zendesk.com/hc/en-us/articles/4408846897178-Choosing-metric-aggregators#topic_ycz_vxv_ngb" target="_self">Change the aggregator</a> to <strong>D_COUNT</strong>.</li>
<li>In the <strong>Rows</strong> panel, click <strong>Add</strong>.</li>
<li>From the list, select <strong>Ticket ID</strong> (and any other ticket attributes), then click <strong>Apply</strong>.</li>
<li>(Optional) Add a filter for <strong>Ticket created - Date</strong> to narrow your results.</li>
<li>In the <strong>Result manipulation</strong> menu (<img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_result_manipulation.png">), click <strong>Metric filter</strong>. Set your metric’s min/max range to <strong>[1:1]</strong>. This filters out unqualified tickets from your report. <img class="img-screenshot" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/explore_recipe_jira_tickets_2.png" width="850">
</li>
</ol>
<h2 id="h_01FV0NT3JQBWK81636FG9MBK8V">Customizing your report</h2>
<p>In step 6, you can modify the formula to look for tickets with tags containing the “jira_” prefix instead:</p>
<pre>IF (CONTAINS([Ticket tags], "jira_")) THEN [Ticket ID] ENDIF</pre>
<p>You can also customize the formula to <a href="https://support.zendesk.com/hc/en-us/articles/4408838151450-Reporting-with-tags#topic_zmf_dms_jkb" target="_self">find tickets that contain any of the tags you've listed</a>.</p><script id="docs-schema-markup" type="application/ld+json">{
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