Process Monitoring for Jira: The mirror that shows what your processes really look like

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Imagine discovering that over 63% of your support tickets require more than two handovers before resolution, or that 89% of cases are closed with a secondary end state. Many teams believe their Jira workflows are optimized, but is your team really as efficient as you think? Hidden bottlenecks and process variations often tell a different story. These inefficiencies can lead to longer turnaround times, wasted resources, and decreased customer satisfaction.

Process Monitoring for Jira is a new solution by Sngular that has been just launched to the Atlassian Marketplace. Here’s what makes it unique:

• It provides a data-driven approach to understanding and optimizing your Jira processes, based on reconstructing the entire history of every work item in your process,

• It transforms data into actionable insights, helping you identify and address inefficiencies you never knew existed.

Important note: When I write solution, I specifically mean that this is a solution provided by Sngular in its capacity as Platinum Solution Partner. It’s true that the core of the data processing is handled by Process Analytics for Jira, an app that is still available in the Marketplace; but the work done by the app is only the initial step: the remaining 80% of the work requires expertise and manhours.

Customer Benchmarks

Why should anybody go into such a sophisticated analysis instead of just doing a traditional audit?

Our customers have seen significant improvements in key business areas:

• High Velocity Teams: Achieve up to 25% faster ticket resolution and 10-15% operational cost reductions. One customer saw a 37% decrease in resolution times.

• Risk and Compliance: 40-60% reduction in non-compliant process instances and a 20-30% decrease in audit preparation times.

• Improved Customer Satisfaction: One customer saw their CSAT score rise from 6.8 to 8.3/10.

Our unique approach to Process Mining

At the core of our solution is a Forge app that our consultants install in the customer’s instance. The app extracts every event in the logs and uses proprietary algorithms to rebuild the history of each work item, identify process variants, and give a comprehensive picture of what collaboration actually looks like.

The app extracts the data that is then used by our consultants to build monthly reports, including the key metrics, insights, and recommendations. In fact, the solution is much more than the app, as it includes:

• Monthly or weekly snapshots of your Jira event logs.

• Detailed Confluence reports with key metrics, process path summaries, and visual comparisons of designed vs. actual processes.

• Expert analysis and recommendations from Sngular's solution experts.

• Customized Rovo agents and workflows to share insights with your team.

Our design is extremely flexible and adaptable to meet you where you are in your maturity, ensuring a solution that fits your unique needs.

 

How long does it take to shake up a complex process?

Customers don’t usually know what to expect from this type of project. That’s why I’d like to share the approach that we follow in a typical engagement:

1. Onboarding meeting: We look at your goals and challenges, select a pilot process and set expectations.

2. Data QA: The initial phase of about 3 months is dedicated to improving data quality, making sure the insights we generate are accurate and reliable. Since most instances aren’t designed for creating meaningful traces, this step includes adapting and evolving customer configurations until we can capture the right data.

3. Guided Monitoring: At the beginning of this phase, the reports are already accurate and complete. The customer understand what’s holding them back, and our consultants help design practical remediation strategies. By the end of this phase, we’re looking at a healthier project and we’re ready to move on and scale the initiative.

4. Empowerment and Self-Sufficiency: The goal is to empower your team to become self-sufficient in process optimization. As your team's expertise grows, our involvement can transition to a more advisory role.

Find out more in the Atlassian Marketplace!

Author's disclaimer: Due to an issue with my Community profile, the About the Author widget displays wrong information about my employer. Since May 2025 I am working for Sngular, a Platinum Solution Partner and Silver Marketplace Partner with global footprint but originally from Spain.