Overslaan naar belangrijkste inhoud

Article 2 min read

Tip of the week: How to use JIRA filters to see Zendesk tickets in JIRA

Door Philip Zhuravlenko

Laatst gewijzigd November 8, 2016

JIRA filters allow you to collect tickets that share certain features, much like views are used in Zendesk. This Zendesk tip of the week will show you how to use JIRA filters to see Zendesk tickets in JIRA. A JIRA filter is a query function that returns a set of JIRA Issues, Stories, Bugs, Projects, Labels, and the like. This can be especially useful if you are trying to see how many tickets are directly linked to the JIRA issues.

JIRA offers JQL queries that can be built specifically to search for labels in issues, bugs, or projects. After you build the query, you can save it as a filter for later use.

You may initially want to search for all of the issues inside of a specific project. To do this, run the following JQL query:

project = “MyProject”

Where MyProject is the name of your project. This returns results like the following:

Jira Zendesk tip Image 1

When a Zendesk ticket is linked to a JIRA issue, by default, a system default tag (‘jira_escalated’) is passed from the Zendesk ticket to the JIRA issue. You can search for all of the JIRA issues that contain this tag within a specific JIRA Project. To achieve this, use a query like the following:

project = MyProject AND labels = jira_escalated

This will return all of the Issues, Bugs, or Stories that contain the label jira_escalated within MyProject. The ‘AND’ in this case simply acts as a + operator. This particular search can return many results, if you have a large number of Zendesk tickets linked to JIRA Issues.

The following screenshot is an example of the output for the query described above:

In some cases you may want to see specific results in regard to JIRA issues associated with Zendesk tickets. To see these results in JIRA, you can use the following JQL query:

project = ProjectX AND labels = jira_escalated AND issue = PROJX-2

This will return results similar to those in the following screenshot:

For more information, please refer to the following articles:

Once you add the Zendesk reporting fields such as “Zendesk Ticket IDs” and “Zendesk

Ticket Count” you can use the following queries for further filtering:

project = “1st-PZ-Project” AND “Zendesk Ticket Count” >= 3

Example:

Jira Zendesk Image 3

This reveals the number of JIRA issues where Zendesk ticket count is greater than or less than a specific number, thus helping to measure the number of Zendesk tickets and identify the priority of bugs, if that is an important metric for your department operation.

This tip of the week is brought to you by Philip Zhuravlenko.

Head to the forums for this tip in greater detail

Keep the knowledge flowing! For more tips like this, check out Zendesk’s Tip of the Week collection.

Verwante verhalen

Article
1 min read

Agent performance: What it is + 25 metrics to track

Agent performance is directly tied to customer retention and operational efficiency. Learn important metrics and how to improve agent performance.

Article
4 min read

Why AI agents mark a massive change in CX

Autonomous AI agents will be the new front line in CX—instantly deployable and capable of resolving the vast majority of customer issues.

Podcast
2 min read

Building AI-powered experiences for humans—with Upwork’s Brent Pliskow

With AI at the heart of their support operation, Upwork is raising the bar for their customers and their internal teams.

Article
1 min read

Employee leave: An essential guide for 2024

Employee leave is a fact of life across all industries, including customer service. Discover who qualifies for leaves of absence and learn more about them in our comprehensive guide.