Best Reporting App for multiple reporting

[Michelle Kirk]

We are about to start the Service Desk Institute Programme (SDI), and as part of it, we need to produce several service desk reports. 

The following reports are required and are to include targets and forecasting.

• Total ticket volume
• Tickets by type (incident/request)
• Tickets by channel
• Tickets by priority
• Reopen rate

• Average response time
• First contact resolution (FCR)
• Average handling time
• Mean time to resolve (MTTR)
• Backlog size and age

We have tried to find apps, but are struggling to find one that is dynamic, allows you to have a dashboard with individual Tabs within, and meets the above requirements.

Something that I used to be able to do in ServiceNow, but I'm struggling to find an App that can do this. 

Any suggestions are welcome. If anyone is currently doing SDI and using Jira, what reporting tool are you currently using?

[John Funk]

Hi Michelle,

You are about to get smothered on here by vendors hawking their product. First, pretty much all apps are going to be based on queries/filters. So you need to create all of your filters first and look at the results to see if those look correct. You will not be able to see totals and things of that nature with JQL though - that's were many of the apps come in. Make sure you look at an app that can do totals. Also you might want to also consider the ability to do dynamic queries of the data on the dashboard - look for an app that can do that, too. 

So, my suggestion - create your filters and get them roughly looking the way you think provides the data you want for each of the items in your list above. Then look at some of the higher rated dashboard reporting apps and their capabilities. Then start some free trials for 2 or 3. You will have 30 days only so don't try to do a dozen apps at the same time. Look at the results each provides, look at the pricing to compare and then give it ago.  :-)

[Michelle Kirk]

Thanks John, we have started trailing some apps 3 so far, but none of them do what we want in the trial period. 

[John Funk]

Do you mind sharing the gaps here? What exactly are you wanting to see that none of the tools can do so far? That might help the vendors put some enhancements on their roadmaps. 

[Danut M _StonikByte_]

Hi @Michelle Kirk,

Finding an app on the Atlassian Marketplace that meets all these requirements can be challenging. Fortunately, there is one you should definitely consider: Great Gadgets —developed by my team — which offers everything you need to fully cover your requirements.

Here is how:

• Total ticket volume, Tickets by type (incident/request), Tickets by channel, Tickets by priority

For visualizing these metrics as numbers in real time, I would recommend using the Pivot Table & Pivot Chart gadget - it is capable to display this info as a pivot table, heatmap table or charts of various types

For visualizing them as a chart along the time I would recommend using WIP Run Chart gadget or the Cumulative Flow Diagram gadget.

• Reopen rate

For this you can use the Advanced Issue Filter Formula gadget - it is capable to display counts of issue in filter/JQL, sums of a filed but also calculate math formulas such as percentages or rations

• Average response time
• First contact resolution (FCR)
• Average handling time
• Mean time to resolve (MTTR)

There are many options here. It depends on how you want these metrics visualized: as a plot chart, histogram or trend chart. You can make use of Time in Status gadget, Control Chart gadget, Cycle Time Trend gadget or Histogram Chart gadget.

• Backlog size and age

For this this I recommend using the WIp Aging Chart gadget - it can display the non-resolved issues by their status or status category and their age.

These are just some examples that I quickly created on my test instance. But these gadgets are higly configurable and flexible - so you can adjust them to measure what you need. 

More examples in the context of JSM / Service Desk can be found in this Community article: An effective dashboard for Service Desk and Customer Support teams in Jira Service Management  

I would happy to assist is you need any help. Feel free to contact us at support@stonikbyte.com if you need assistance with the configuration of our gadgets. 

Danut.

[Martins Vanags_eazyBI]

Hi @Michelle Kirk 

I am Martins from the eazyBI team.

You could explore the eazyBI for Jira app, which helps you create many custom metrics to analyze your Jira SM projects from different angles.

See some example reports here:

https://eazybi.com/accounts/1001/dashboards/8347-sla-overview
https://eazybi.com/accounts/1001/dashboards/7128-sla-analysis

Check more about measures and dimensions for eazyBI integration with Jira Service Management here: 

https://docs.eazybi.com/eazybi/data-import/data-from-jira/jira-service-management-custom-fields

With eazyBI, you can count tickets by type, channel, and priority, and also calculate reopen rates, as it imports the change history for Jira tickets.

The Mean time would require a more complex calculation, but still sounds possible to calculate with eazyBI.

We have released our AI assistants to help you create and customize your reports.

Martins / eazyBI

[Rahul_RVS]

Hi @Michelle Kirk 

If you would be interested in a mktplace app, I can suggest 

Dashboard Charts for Jira

The app allows you to build interactive Jira dashboards with powerful charts, gadgets, and reports. Visualize issue progress, team workload etc

There are multiple configuration and customization options which the apps provides. Some of the sample charts are as below.

Disclaimer : I am part of the team which developed this app