Zendesk Ticket Count Column Invisible?

Question

Hi there,

I'm looking to create a dashboard that sorts feature requests by the most # of Zendesk tickets linked to the least # of linked tickets.

Though, when I sort them, there's a batch of JIRA tickets that have nothing at all (i.e. no tickets linked to it). The issue is that it's appearing on top of the tickets that have actual tickets linked to the JIRA ticket.

Are there any recommendations to proceed here?

I'm mainly looking to get the highest number of linked tickets to appear first.

Hannes Obweger - JXL for Jira · Answer

Hi @ryan.kow

thanks for the update, and sorry for the late reply. I don't really have the capacity to set up a full Jira/Zendesk integration, but what I'd suggest is to check if the Zendesk integration comes with some kind of custom field  in Jira that would hold the links (or the number of links). If that's the case, there's a chance that you can refer to this custom field in a JQL statement, and therewith exclude the issues you don't want to see.

I really don't know if that's possible or not - but it might be worth a try, and/or a chat with Zendesk support.

Sorry I can't be any more useful,

Best,

Hannes

ryan.kow · Answer

Hey @Hannes Obweger - JXL for Jira!

Zendesk tickets are typically tagged via the Zendesk x Jira integration app:
https://www.zendesk.com/marketplace/apps/support/24475/jira/

[4/10/2024] UPDATE -- It looks like it's because the Zendesk tickets that were previously linked to the Jira tickets are no longer linked. I guess the question would be better framed as:

1. How can I remove Jira tickets from my dashboard if they don't have a Zendesk ticket linked to it? (i.e. is there a JQL formula that can be like "if there is at least 1 Zendesk ticket linked, show it in this search"?)

Hannes Obweger - JXL for Jira · Answer

Hi @ryan.kow

mind clarifying on how exactly Zendesk tickets are linked to your Jira issues? Is this via some custom field?

Thanks,

Hannes