12 SLA Dashboards and Reports Every Support Manager Should Use in Jira

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In the world of technical support, there is a dangerous illusion: if you have configured SLA rules in Jira, your service is under control. In reality, configuration is only 20% of success. The remaining 80% is how you see, analyze, and use this data to make decisions.

Without proper visualization, SLAs turn into a “silent enemy.” They accumulate errors, create stress for agents, and become an unpleasant surprise for leadership at the end of the month.

To break this endless “firefighting” cycle, our team at SLA Time and Report identified 12 key reports and widgets. They help everyone involved – from a junior agent to a CTO – see reality without embellishment.

So, let’s get started.

Block 1: Operational control. What does the team “in the field” see?

For frontline specialists, SLAs are often a source of stress. Our goal is to turn them into a convenient navigation tool.

1. Timer in every ticket (SLA Time on Work Item)

The biggest flaw of standard interfaces is the need to actively search for deadline information. When the SLA Panel is displayed directly inside the ticket window (Work Item), the psychology of work changes. The agent no longer sees just a task ID, but a live countdown timer right inside the issue interface.

💡 Use the “Remaining Time” mode for active tasks so the team always knows its “deadline horizon” and doesn’t get distracted by manual calculations.

2. Live priority queue (SLA Grid)

Charts provide a high-level picture, but sometimes you need a “bottom line.” SLA Grid is like Excel on steroids inside Jira. It contains everything: SLA goal, elapsed time, status, and delays for each individual request.

Team lead tip: Filter the grid by “Longest Overdue.” This is a list of your biggest problems. Start your review here to stop the “bleeding” in service metrics.

3. Risk radar (SLA Status Pie Chart)

A pie chart is your instant health check. It visualizes the distribution of tickets across different states: Running, Paused, Met, and Breached. If you see the red segment growing – act immediately.

Practical use case: Use this widget during daily stand-ups. If the “In Progress” segment is too large, the team may have taken on more work than it can handle, and some tasks should be reassigned before they “burn.”

Block 2: Analytics for Team Leads. Where are we losing time?

Here we move from “what is happening now” to “why it is happening.”

4. SLA Success Rate: The percentage of promises kept

Context: A simple metric showing how many tasks were completed on time (Met) versus how many failed (Breached).

Who it’s for: Managers reporting on overall team performance. This is your core KPI.

5. Met vs Exceeded: Quality of execution

Do you know the difference between “just made it” and “exceeded expectations”? The Met vs Exceeded report shows which tickets were completed well ahead of the deadline and which ones balanced on the edge.

💡 If 90% of your tickets are closed one minute before the deadline, your processes are operating at the limit. Any unexpected event – for example, one employee going on sick leave – can lead to disaster. This report is your strongest argument for workload optimization.

6. Deep breakdown by criteria (Met vs Exceeded per Criteria)

This is a true detective tool that helps identify the root cause of problems. You can break down SLA statistics by assignee, issue type, priority, or any custom fields.

Real-life example: A manager noticed frequent SLA breaches on “Integration” tasks. Analysis using the criteria chart revealed the issue wasn’t people – it was poorly documented external API behavior. The SLA report became formal evidence that technical documentation needed improvement to speed up support.

7. Time to Resolution: Pure speed

Tickets often stay open for days because teams are waiting for customer responses. The Time to Resolution report automatically excludes time spent in waiting statuses (for example, “Waiting for Customer”).

Why this matters: You get an honest productivity metric (Elapsed Time), not statistics on how fast customers reply. This is the only way to measure the real effort behind tasks.

Block 3: Strategic management. For leadership and business

At this level, details matter less than trends and customer-facing reporting.

8. Multi-project dashboard

For large organizations, support spans dozens of Jira projects. The app allows you to aggregate data from different projects into one shared view.

💡 Create a single dashboard for top management. It provides a complete picture of service performance without forcing leadership to switch tabs or manually collect data.

9. Breach registry (Breached SLA Report)

Don’t be afraid of red – turn it into a growth tool. Create a dedicated report containing only breached SLAs for detailed retrospective analysis.

💡 Add a mandatory “Delay Reason” field to your tickets. By reviewing this report weekly, you can systematically eliminate blockers (for example, slow approvals from another department) instead of blaming agents.

Context: A focused report covering only failures.
Purpose: Weekly retrospectives. You analyze each breach, identify the cause, and document it. This is the path to continuous improvement.

10. Saved views (Saved Report Views)

Every manager has their own “favorite” filter set. Rebuilding it every time is wasted effort. Saving report views can save up to two hours per week.

Scenario: Create a “Weekly Review” view with preset date ranges and share the link with the team. Everyone now sees identical, up-to-date numbers during retrospectives, eliminating disputes about data validity.

11. Stakeholder export (SLA Export)

A Quarterly Business Review (QBR) is a moment of truth in customer relationships – where value must be proven with facts.

Export data to Excel or CSV using the built-in export feature. Add a few branded charts – and you have a professional report demonstrating SLA compliance. Customers value transparency above all else.

12. Executive Dashboard: Signals instead of noise

Top management doesn’t want ticket-level details – they need a fast snapshot for strategic decisions.

What to include: Limit the dashboard to two core widgets: SLA Success Rate (monthly performance trend) and Average Resolution Time. This is enough to understand whether the department is coping with workload and whether additional investment is needed.

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Why does this work with SLA Time and Report?

Jira itself is a powerful engine – but SLA Time and Report is its digital dashboard. Instead of digging through raw configurations, you get:

• Flexibility: Configure reports to match your business processes, not the other way around.
• Transparency: When everyone sees their time, “who’s to blame” conflicts disappear – the data speaks for itself.
• Speed: Dashboards take minutes to build and save hours of manual work every month.

Your next step? Don’t wait for the next critical breach. Start visualizing your performance today.

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Bonus: From monitoring to automation – how to prevent SLAs from “burning”

Reports and dashboards are powerful analysis tools, but the real magic begins when the system actively helps prevent breaches. With SLA Time and Report, you can configure not only visualization but also proactive actions that turn static reports into active assistants.

• Automatic notifications: Don’t wait for a manager to check a dashboard. Set alerts in Slack, or comments when, for example, only 20% of SLA time remains. This gives the team a chance to save the ticket before it turns the report red.
• Dynamic priority changes: Automatically increase ticket priority as deadlines approach. In the SLA Grid, such requests immediately move to the top, drawing attention without manager intervention.
• Auto-assignment: If a ticket remains in “Running” status for too long and risks breaching, the system can automatically reassign it to a senior specialist or team lead for urgent intervention.

This closes the service management loop. You’re not just documenting failures at the end of the week – you’re building a safety net that minimizes them in real time.

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Summary: Take back control of your service

SLAs in Jira are more than just timers – they are a source of insight into how your business operates. When every agent sees their time and every manager understands the cause of each delay, support shifts from firefighting to a predictable, reliable system.

Want to test these reports on your own projects? Install the app today, integrate it into your workflow, and see how your processes improve.

👉 Try SLA Time and Report on the Atlassian Marketplace

Which of these reports would be most useful for your current situation?
Share your experience in the comments!