Reporting on the number of Zendesk tickets linked to a Jira issue

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<p id="docs-ai-summary-content">The integration lets you track the number of support tickets linked to each Jira issue, helping prioritize tasks based on customer demand. Set it up by adding custom fields in Jira to display ticket counts and IDs. This feature updates automatically when tickets are linked or unlinked, providing clear visibility into customer requests related to specific Jira issues.</p>
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<p class="p">The Zendesk Support for Jira integration allows Jira issues to be sorted by the number of
Zendesk Support tickets linked to each issue. This can help your developers prioritize
their work by elevating Jira issues that have a larger number of customers requesting a
specific feature or reporting the same bug.</p>
<div class="p">This article includes the following topics:<ul class="ul" id="jira_linked_tickets__ul_qr3_zbt_4hc">
<li class="li"><a class="xref" href="#topic_s4r_mws_3x">Understanding how linked tickets are reported in Jira</a></li>
<li class="li"><a class="xref" href="#topic_yfl_vbt_4hc">Setting up the integration to display linked tickets in Jira</a></li>
</ul>
</div>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_s4r_mws_3x">
<h2 class="title topictitle2" id="ariaid-title2">Understanding how linked tickets are reported in Jira</h2>
<div class="body">
<div class="p">The linked tickets reporting feature lets you track the number of Zendesk tickets
linked to each Jira issue, along with their IDs. <br><img class="image img-screenshot" id="topic_s4r_mws_3x__image_jyw_lhl_gkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/jira_linked_tickets.png" width="500"><br>
</div>
<p class="p">To use this feature, custom fields must be added to your Jira projects. The setup
process requires a Jira admin to create one or both of these custom fields:</p>
<div class="p">
<ul class="ul" id="topic_s4r_mws_3x__ul_n4j_2bt_3x">
<li class="li">A paragraph field to list ticket IDs</li>
<li class="li">A number field to count the number of tickets</li>
</ul>
</div>
<p class="p">Then, the administrator must add one or both of these fields to Jira project pages.
Each of these custom fields can be used independently.</p>
<p class="p">After completing the setup, the feature automatically updates and displays the
following information:</p>
<div class="p">
<ul class="ul" id="topic_s4r_mws_3x__ul_xzr_b1g_jx">
<li class="li">When a ticket is <em class="ph i">linked</em> to a Jira issue, the Zendesk Ticket Count
field is incremented by one, and the ticket ID is appended to the Zendesk
Ticket IDs field. </li>
<li class="li">When a ticket is <em class="ph i">unlinked</em> from a Jira issue, the Zendesk Ticket Count
field is decreased by one, and its ID is deleted from the Zendesk Ticket IDs
field.</li>
<li class="li">If a Jira instance is linked to multiple Zendesk accounts, a prefix is added
to each ticket ID, separated by a dash (-), to identify tickets and avoid
ambiguity.</li>
</ul>
</div>
<div class="p">
<div class="note" id="topic_s4r_mws_3x__note_ph1_2ss_4hc">
<span class="notetitle">Note:</span> Jira displays these custom fields only when there are
tickets linked to a particular Jira issue.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_yfl_vbt_4hc">
<h2 class="title topictitle2" id="ariaid-title3">Setting up the integration to display linked tickets in Jira</h2>
<div class="body">
<div class="p">Setting up linked tickets in Jira is a two-step process:<ul class="ul" id="topic_yfl_vbt_4hc__ul_x4b_xdt_4hc">
<li class="li"><a class="xref" href="#topic_pxh_fbt_4hc">Turning on linked ticket
reporting in Admin Center</a></li>
<li class="li"><a class="xref" href="#topic_vdl_mbt_4hc">Setting up linked ticket
reporting in Jira</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_pxh_fbt_4hc">
<h3 class="title topictitle3" id="ariaid-title4">Turning on linked ticket reporting in Admin Center</h3>
<div class="body">
<p class="p">First, turn on linked ticket reporting in Admin Center.</p>
<p class="p"><strong class="ph b">To turn on linked ticket reporting</strong></p>
<ol class="ol" id="topic_pxh_fbt_4hc__ol_n2l_hbt_4hc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_pxh_fbt_4hc__d8e2067" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Integrations &gt;
Integrations</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Jira</strong> link.</li>
<li class="li">If you have multiple connections, click the name of the connection you are
setting up.</li>
<li class="li">On the Support app tab, select <strong class="ph b">Turn on linked ticket reporting in
Jira</strong>.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_vdl_mbt_4hc">
<h3 class="title topictitle3" id="ariaid-title5">Setting up linked ticket reporting in Jira</h3>
<div class="body">
<p class="p">Next, create the custom fields in Jira and add them to your pages.</p>
<p class="p"><strong class="ph b">To set up the linked tickets reporting feature</strong></p>
<div class="p">
<ol class="ol" id="topic_vdl_mbt_4hc__ol_z5m_3xs_3x">
<li class="li">In Jira, click the Settings (cog) icon on the upper-right, and select
<strong class="ph b">Issues</strong>.</li>
<li class="li">Select <strong class="ph b">Fields </strong>&gt;<strong class="ph b"> Custom fields</strong> from the left navigation
panel.</li>
<li class="li">On the Custom fields page, click <strong class="ph b">Create custom field</strong> in the
upper-right corner.</li>
<li class="li">On the field type selection page, click <strong class="ph b">Paragraph</strong>, then click
<strong class="ph b">Next</strong>.</li>
<li class="li">On the text field configuration page, enter a name and description for
the text field.<p class="p">The <strong class="ph b">Name</strong> field is case-sensitive and must be
entered precisely as shown below.</p>
<div class="p">
<ul class="ul" id="topic_vdl_mbt_4hc__ul_ly4_pbt_3x">
<li class="li">
<strong class="ph b">Name:</strong> Zendesk Ticket IDs
</li>
<li class="li">
<strong class="ph b">Description:</strong> Lists the Zendesk ticket IDs related to
the Jira issue in a comma-separated string.</li>
</ul>
</div>
</li>
<li class="li">Click <strong class="ph b">Create</strong>.</li>
<li class="li">On the next page, use the checkboxes to select which pages the field
should appear on, then click <strong class="ph b">Update</strong>.</li>
<li class="li">Click <strong class="ph b">Add custom field</strong> in the upper right corner.</li>
<li class="li">On the field type selection page, select <strong class="ph b">Number Field</strong>, then click
<strong class="ph b">Next</strong>.</li>
<li class="li">On the number field configuration page, enter a name and description for
the number field.<p class="p">The <strong class="ph b">Name</strong> field is case-sensitive and must be
entered precisely as shown below.</p>
<div class="p">
<ul class="ul" id="topic_vdl_mbt_4hc__ul_qxx_gct_3x">
<li class="li">
<strong class="ph b">Name:</strong> Zendesk Ticket Count
</li>
<li class="li">
<strong class="ph b">Description:</strong> Number of Zendesk tickets linked to Jira
issue</li>
</ul>
</div>
</li>
<li class="li">Click <strong class="ph b">Create</strong>.</li>
<li class="li">On the field association page, use the checkboxes to select the pages
the number field should appear on, then click <strong class="ph b">Update</strong>.</li>
<li class="li">Confirm the fields are displayed on the correct pages.<p class="p"><img class="image img-screenshot" id="topic_vdl_mbt_4hc__image_l1v_5dt_3x" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/JIRA_setup_zdfields.png"></p>
</li>
</ol>
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