5 Jira Service Management reports that all support teams will find useful

https://www.oldstreetsolutions.com/jira-service-management-guide

There are 5 reports that we think support teams ought to be looking at, which either come with Jira Service Management or can be generated using Custom Charts for Jira.

1) Customer satisfaction report – this lets you see your customer satisfaction (CSAT) ratings in chart form. The single CSAT report that comes with native JSM is a simple table with limited filtering options, but Custom Charts for Jira lets you make all kinds of charts and filter the data however you want.

2) Created vs Resolved Issues – this shows whether support teams are keeping up with the work that’s coming in. It comes out of the box as a basic line chart, but you can make a more customized version in Custom Charts for Jira.

3) Workload report – this helps see whether support agents are able to stay on stop of their workload, or may have too many issues to deal with. The native JSM pie chart does the job, but Custom Charts for Jira lets you customize the data and how it’s displayed. For example, you can show hide specific assignees or chart by original or remaining estimate instead of issue count.

4) Organizations report – this lets you see trends across your customer base, which companies are submitting the most tickets and what types of tickets they are. Most of the native reports don’t let you chart by Organization, so you’d need Custom Charts for Jira to get insights into where your requests are coming from.

5) SLA reports – these let you see whether you’re meeting the expectations stipulated in your service-level agreements.

There are a few SLA reports that come with JSM by default, and you can create your own using the JSM custom reports option. However, your only charting option is a basic line chart. With Custom Charts for Jira, you can make pie charts, table charts, and bar charts, even stacked bar charts.

In addition, with Custom Charts for Jira, you can build reports and charts out of your SLA data right there on the dashboard, whilst getting a lot more choice and control over how those charts appear. You can also calculate the averages of your SLA figures and filter them by assignee, request type, and other custom fields without writing a single line of Jira Query Language – which you can’t do natively.

4 SLA reports that you can create in Custom Charts for Jira are:

Average Time to First Response by Request Type

Time Remaining on a SLA by Assignee

Average Time to Resolution by Assignee

SLA Breached vs Not Breached

Do you want to know more about this? Follow the link in the description to read the complete article!

See you on the other side!