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

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 asking for a specific feature, or reporting the same bug.


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Summary: ◀▼
You can track the number and IDs of support tickets linked to Jira issues by adding custom fields in Jira. This helps prioritize work by showing which issues have more customer requests or bug reports. The fields update automatically when tickets are linked or unlinked, providing clear visibility into customer impact on development tasks.




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 asking for a specific
feature, or reporting the same bug.
For information about ticket linking, see Creating a link to an existing Jira issue from a
ticket.
Related articles:


Setting up Zendesk Support for Jira integration
Using the Zendesk Support for Jira integration
Updating a ticket when the status of a Jira issue changes




Setting up linked tickets reporting in Jira

The linked tickets reporting feature allows you to keep track of the number of Zendesk
tickets linked to each Jira issue and their IDs.

To enable this feature, custom fields must be added to your Jira projects. The setup
process requires a Jira administrator to create one or both of these custom fields:


A paragraph field, for the list of Zendesk ticket IDs
A number field, to count the number of ticket IDs


Then, the administrator needs to add one or both of these fields to the screens of the Jira
projects. Each of these custom fields can be used independently of the other.
After completing the setup, the feature automatically updates and displays the following
information:


When a Zendesk ticket is linked to a Jira issue, the Zendesk Ticket Count field
is incremented by one, and its ID is appended to the Zendesk Ticket IDs field.
When a Zendesk ticket is unlinked from a Jira issue, the Zendesk Ticket Count
field is decreased by one, and its ID is deleted from the Zendesk Ticket IDs field.




Note: Jira only displays these custom fields if there are tickets linked to a particular
Jira issue.

To set up the linked tickets reporting feature


In Jira, click the Settings (cog) icon on the upper-right, and select
Issues.
Select Fields > Custom fields from the left navigation panel.
On the Custom fields page, click Create custom field in the upper-right
corner.
On the field type selection page, click Paragraph, then click Next.
On the text field configuration page, enter a name and description for the text
field. The Name field is case-sensitive and must be entered precisely as
shown below.



Name: Zendesk Ticket IDs


Description: Lists the Zendesk ticket IDs related to the Jira issue in a
comma-separated string.



Click Create.
On the next page, use the checkboxes to select which screens the field should appear
on, then click Update.
Click Add custom field in the upper right corner.
On the field type selection page, select Number Field, then click
Next.
On the number field configuration page, enter a name and description for the number
field. The Name field is case-sensitive and must be entered precisely as
shown below.



Name: Zendesk Ticket Count


Description: Number of Zendesk tickets linked to Jira issue



Click Create.
On the field association page, use the checkboxes to select the screens the number
field should appear on, then click Update.
Confirm the fields are displayed on the correct screens.





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