How enterprise JSM teams can keep charts, dashboards, and portal reports fast at scale

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Hi Atlassian Community,

I’m from VIEW26, an Atlassian Marketplace Partner building reporting and analytics apps for Jira Service Management teams.

As JSM adoption grows inside enterprise organizations, reporting needs usually grow with it. What starts as a few operational dashboards can quickly become a large reporting setup covering SLAs, CSAT, request trends, queues, customer organizations, portal visibility, and leadership reporting.

At that scale, the question is no longer just:

“How do we create a chart?”

It becomes:

“How do we keep charts, dashboards, and portal reports fast when the dataset keeps growing?”

Why JSM reporting gets harder at enterprise scale

Jira Service Management teams often need to report across:

• High request volumes
• Multiple service projects
• Large customer organizations
• SLA and resolution metrics
• CSAT and service quality trends
• Custom fields and request types
• Customer-facing portal reports
• Leadership dashboards and scheduled exports

For small datasets, almost any reporting approach can feel fast enough.

But once teams start working with hundreds of thousands of issues, or even 1M+ Jira records, reporting performance becomes much more important. Dashboards may contain many widgets, each applying different filters, aggregations, and chart logic.

That creates a very different workload from simply loading a single Jira issue or list of tickets.

What we changed at VIEW26

To support larger JSM reporting workloads, we recently upgraded the analytics engine behind VIEW26 Charts & Reports for JSM.

We moved from MongoDB to ClickHouse, a columnar database built for analytical queries.

The goal was to improve performance for the types of reporting workloads JSM teams rely on every day:

• Charts over large Jira datasets
• SLA and CSAT dashboards
• Time-based trend reports
• Filter-heavy operational dashboards
• Customer portal reports
• Aggregated KPIs for leadership and service teams

In our internal benchmarks, we tested real customer reporting workloads across thousands of saved views. The results showed the pattern clearly: simple lookups can still be fast in traditional databases, but large aggregation-heavy reporting workloads benefit strongly from a columnar analytics engine.

For larger datasets, including workloads up to 2M rows, ClickHouse gave us a stronger foundation for fast dashboards and scalable reporting.

Why filters matter even more at scale

One lesson from this work is that report design matters.

For enterprise JSM reporting, filters are not just a convenience. They are one of the most important ways to keep dashboards responsive.

Useful filters might include:

• Project
• Request type
• Customer organization
• SLA status
• Assignee or team
• Date range
• Priority
• Issue type
• Custom fields

When dashboards apply meaningful filters, the analytics engine can scan less data and return results faster.

This is especially important for portal reports, where customers or stakeholders may only need to see the subset of data that applies to their organization, department, or service relationship.

Portal Reports for Jira Service Management

One of the key JSM use cases we see is Portal Reports.

Many service teams want to share live reports with customers or internal departments without giving them full Jira access.

For example, a team may want customers to see:

• Number of open and resolved requests
• SLA performance
• Request volume trends
• Tickets by status or priority
• CSAT results
• Escalation or backlog trends

This helps service teams improve transparency while keeping reporting controlled and relevant.

With VIEW26 Charts & Reports for JSM, teams can create dashboards and reports that are shared with Jira users, groups, organizations, public links, or surfaced through the customer portal.

Enterprise readiness matters too

Performance is only one part of enterprise reporting.

Larger organizations also need reporting apps that meet security, reliability, and governance expectations.

VIEW26 Charts & Reports for JSM is designed for enterprise Jira Service Management teams and is:

• SOC 2 certified
• Cloud Fortified
• Forge ready
• Built for Jira Service Management Cloud
• Designed for high-volume charts, dashboards, and portal reports

For teams evaluating JSM reporting apps, these trust signals can matter just as much as chart types or export options.

Practical takeaways for JSM admins

If you manage reporting for a large Jira Service Management environment, a few practices can help keep dashboards useful and performant:

• Use view-level filters wherever possible
• Avoid building one dashboard that tries to show everything to everyone
• Create separate dashboards for leadership, agents, customers, and operations
• Use portal reports for customer-facing visibility
• Track SLA, CSAT, backlog, and request volume trends separately
• Review dashboards with many widgets and remove reports no one uses
• Choose reporting tools built for analytical workloads, not only issue lookup

Final thought

Enterprise JSM reporting is no longer just about creating attractive charts.

It is about giving service teams, leaders, and customers fast access to the right operational insights, even when Jira datasets become large and complex.

That is the direction we are continuing to invest in with VIEW26 Charts & Reports for JSM.

You can find the app on the Atlassian Marketplace here:

Try VIEW26 Charts & Reports for JSM on the Atlassian Marketplace:
https://marketplace.atlassian.com/apps/1217341/charts-and-reports-for-jira-service-management