Linking child incident tickets from Zendesk into JIRA ticket on parent ticket

Hi AJ,

Regarding linking incident tickets to the JIRA issue, you've got a few options (all of which are work arounds of sorts).

1. Manual Linking: The simplest method is to manually link each child incident ticket to the same JIRA issue as the parent problem ticket. This can be done through the Zendesk interface where the JIRA connector is used, but it can be time-consuming if there are many incidents.

2. Automation/Trigger in Zendesk: You can set up a Zendesk trigger or automation that automatically adds a comment or tag to all related incident tickets when the parent problem ticket is linked to a JIRA ticket. This comment/tag can include the JIRA ticket number. However, this won't create a link in JIRA but will allow for easier tracking.

3. Zendesk API and JIRA Webhooks: For a more automated solution, you can use the Zendesk API in combination with JIRA webhooks. When a problem ticket is linked to a JIRA ticket, you can trigger a webhook that runs a script to find all related incident tickets in Zendesk and update them with the JIRA ticket link or a custom field. This requires programming skills and an understanding of both Zendesk's and JIRA's APIs.

Reporting in Zendesk Based on JIRA Ticket Number

1. Custom Field: Create a custom field in Zendesk for JIRA ticket numbers. Ensure that this field is updated whenever a ticket is linked to a JIRA issue. You can then use Zendesk's reporting features to generate reports based on this custom field.

2. Zendesk Explore: Use Zendesk Explore to create custom reports. If you have the JIRA ticket number stored in a custom field or as a tag, you can create queries in Zendesk Explore to report on these tickets.

3. API Reporting: If the built-in reporting tools in Zendesk don't meet your needs, you can use the Zendesk API to pull data based on JIRA ticket numbers or related tags and then process this data externally for more customized reporting.

Hope this helps!

Brandon

Brandon, amazing work! Great!

@aj54: I am also preferring the API to fix that as mentioned above. 
Nevertheless I also experienced good assistance via the Knots Studio (www.knots.io).

For further information do not hesitate in contacting me.

Regards, Stephan

Wow. Brandon thank you so much!

Nice, Brandon!! This is super helpful and well written. We have been looking at doing this because our product lines were hesitant to use the problem/incident feature since we couldn't connect the Jira issue to all. Glad to have a solution that will enable them to use Zendesk to it's fullest!

Hello Brandon, I have a problem whereas I wanted all linked incident tickets to a problem ticket be automatically linked to the Jira ticket.(saying that the problem ticket is linked already to the Jira ticket). As i want to avoid manual linking of incident tickets to a jira ticket.

Does the below solves what I want to do?

1. Automation/Trigger in Zendesk: You can set up a Zendesk trigger or automation that automatically adds a comment or tag to all related incident tickets when the parent problem ticket is linked to a JIRA ticket. This comment/tag can include the JIRA ticket number. However, this won't create a link in JIRA but will allow for easier tracking.

Thanks for your help!

Hey @first13,

Unfortunately, this solution will help connect the dots in Zendesk but will not actually make the links in JIRA.  You might be able to do something with webhooks and the API, but you'd need somewhat of a custom solution to get you the last bit of the way.

Brandon