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Is it possible to build a JQL query that would rank linked Zendesk tickets by their ticket count?

We have a Jira-Zendesk integration running, and our support team will link Zendesk tickets for a common bug to one Jira ticket so we can track how many customers are running into the same issue. What I would like to do is create a Jira filter that will rank bugs that have linked Zendesk tickets in descending order. Problem is, I cannot seem to figure out what the appropriate thing, term, etc, to put in the JQL for the "Zendesk Support" custom field to pull that number of linked tickets into the query. Any ideas? 

 

 

3 answers

I don't use ZenDesk, so take this feedback with that in mind. All I've done is some internet searching and looking at ZenDesk documentation.

It looks like ZenDesk integration adds a "Zendesk Ticket Count" field to the JIRA issue that keeps track of the number of linked Zendesk tickets. If you want to filter based on the value of that field then it looks like the field name is "Zendesk Ticket Count" as per this document:

https://www.zendesk.com/blog/jira-filters-to-see-zendesk-tickets/

@Leah Brindley,

I would assume this JQL would return all tickets with linked Zendesk tickets:

Project = <your project> AND "Zendesk Support" Is Not EMPTY 

You can add ordering, but you should also be able to just add the Zendesk Support column to the view in issue navigator and click on the column title to rank them.

Hope this helps!

Thank you both for your answers -- I've already been able to filter for a list of Jira tickets with linked Zendesk tickets, what I would like to do is drill down to order the list by the amount of linked Zendesk tickets.

Screen Shot 2021-04-22 at 5.02.03 PM.png

I tried the "Zendesk Ticket Count" field but it's not working, I checked the Zendesk community boards and apparently this information -- about using "Zendesk Ticket Count" to filter, is no longer up to date. 

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