Unlock deeper insights with more Jira Service Management metrics in the new Dashboards

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Hello Community,

We are excited to announce the addition of 10 more Jira Service Management metrics to the new Dashboards in Atlassian Home. These metrics help you visualize and explore your service data on the dashboards.

What’s new?

1. Expanded Jira Service Management metrics

You’ll now find a wide range of your Jira Service Management metrics in your Dashboards, including:

• Work item trends: Track open, resolved, and incoming work items by priority, status, team, request type, and more.

• Customer satisfaction: View average satisfaction scores and breakdowns by agent, team, priority, and request type.

• SLA performance: Monitor SLA achievement rates, breaches, and items at risk across service requests, incidents, problems, and changes.

• Backlog growth: Keep an eye on incident and service request backlogs, with growth trends and breakdowns.

• Workload distribution: See how work is distributed across agents and teams.

• First contact resolution: Analyze resolution rates by agent, team, priority, and request type.

• And much more! See the list of new metrics here.

2. New metric templates

We’re also introducing 18 new templates, making it easier for you to instantly visualize your service metrics. These templates allow you to:

• Quickly add metrics for common service metrics to your dashboard.

• Filter data by team, priority, request type, and more.

• Customize views with a range of visualizations such as bar charts, data table, and single value.

How to get started?

1. Go to Dashboards in Atlassian Home. This feature is currently in Beta.

2. Open an existing dashboard or create a new one, then select Add widget.

3. Select Chart to see the new metrics under Jira Service Management in the dropdown.

4. Switch to the Templates tab next to Charts to find the new templates.

We’d love to hear your feedback!
We’re committed to continuous improvement and will keep adding more metrics, templates, and enhancements based on your input. Let us know what’s working well and what you’d like to see next!

Kind regards,
Subrata Dass, Principal Product Manager