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

Track the number of support tickets linked to each Jira issue to help
prioritize tasks based on customer demand. Set up custom fields in Jira
to display ticket IDs and counts. When tickets are linked or unlinked,
these fields automatically update, providing a clear view of issue impact.
This feature requires a Jira admin to create and configure the necessary
fields.




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.