How can I show the Zendesk ticket number in my Jira Issue Filter?

[Dale Bronk]

I've searched and am not finding the answer.  I know I can see the Zendesk information in a ticket detail screen, but I want to show the Zendesk ticket number as a column in my Jira Issue Filter.

Also, is there a better way other than by label jira_escalated to search for tickets that came from Zendesk.  While that is a special label there is nothing stopping someone from adding that label to any ticket or removing it from a ticket.  I'd like a way to search something like zendesk issue id != ''

Thanks

[Syed Majid Hassan -Exalate-]

Hi @Dale Bronk

This is Majid @ Exalate. 

The main question here is that how are you integrating between Zendesk and Jira? Is it a custom DIY solution or an app? We, at Exalate, specialise in integrating between different ITSM tools and also boast an advanced scripting engine. The requirement you outlined here would be 1 line of script in Exalate, but I really need to know more details around how you are integrating currently. 

Thanks

Majid

[brbojorque]

First of all, I don't know what is your current setup.

There are many ways how to solve it but is dependent upon your setup, you can create a custom field (ZendeskID) to achieve this and depending on how you create a ticket from Zendesk you can just update the custom field with the Zendesk ID.

In your JQL you can just say.

project = PRO AND ZendeskID NOT EMPTY

[Aleksei Kim]

How to populate this new custom field with the Zendesk Ticket ID? or link to issue? links to docs are much appreciated.

[Nadia Ferguson]

Zendesk has created an article (https://support.zendesk.com/hc/en-us/articles/4408827996058-Using-the-Zendesk-Support-for-Jira-integration#:~:text=This%20section%20describes%20how%20to,Commenting%20and%20comment%20sharing) to add fields for the Zendesk Ticket ID and Zendesk Ticket Count to a Jira ticket. Once these fields have been implemented, you can then complete queries and add as columns to you issue results.