Dashboard

[piyushgupta]

i am not getting customization KPI Dashboard in Jira 

i wanted to create simple service desk dashboard like:

no of ticket assigned / closed trend for assignee /region /team / department/ request type etc

no of ticket open/pending trend for assignee /region /team / department/ request type etc

SLA Met/Breach trend 

assignee /region /team / department/ request type etc

dashboard that provides visibility into all open, pending, or unresolved tickets, broken down by type (request/incident), engineer, country, and ticket ageing.

Weekly/daily trend data for created, resolved, and pending tickets for user country/region

detailing tickets assigned, closed, and reopened for each engineer.

Status of tickets pending under SLA or out of SLA etc

[Birkan Yildiz _OBSS_]

Hey @piyushgupta ,

Native Jira dashboards and gadgets offer great basic reporting, but they do not natively support advanced, multi-dimensional KPI tracking like daily/weekly trends grouped by custom fields (Region, Team) alongside exact ticket aging or reopen counts.

If you are open to using a Marketplace app, you can build this exact customized KPI Dashboard using Timepiece - Time in Status for Jira.

Here is how you can set up dashboard gadgets to cover all your requirements:

Trends & Breakdowns: You can generate aggregate reports (like Average or Sum) and use the Group By option to slice your data by Assignee, Request Type, or any custom field like Region or Team

By grouping by date fields like Created (WEEK) or Created (DAY), you can instantly visualize your daily and weekly trend lines.

Ticket Aging & Pending Time: Use the Status Duration report to track exactly how long your unresolved tickets have been sitting in "Open" or "Pending" statuses.

SLA Tracking: Use the Duration Between Statuses report to define custom "Start" and "Stop" boundaries. This allows you to track SLA-like metrics and see exactly which tickets breached their target times.

Reopen Counts: The Status Count report dynamically shows how many times specific tickets were sent back to open or in-progress status, helping you identify rework loops for each engineer.

Centralized Dashboard: Every single one of these reports can be added directly to your Jira dashboard as highly customizable gadgets (tables, bar charts, or line charts) to give your team and leadership a unified, real-time view.

Pro tip: You can apply Timepiece's Custom Calendars to these reports to automatically exclude weekends, nights, and public holidays, ensuring your SLAs and aging metrics reflect true business hours rather than a 24/7 clock.

You can find Timepiece - Time in Status for Jira on the Atlassian Marketplace.

Disclosure: I'm on the team that makes Timepiece. Hope this helps you build the exact service desk dashboard you need!

[Alex Taylor]

Jira's built in dashboards can handle some of these metrics but not all of them out of the box. For trends by region, department, request type, SLA compliance, ticket aging, and engineer level reporting, you'll usually need a combination of saved filters, gadgets, and in many cases a marketplace reporting app such as eazyBI, Rich Filters, Custom Charts, or Atlassian Analytics (for Cloud).

Also, are you using Jira Service Management Cloud or Data Center? The available dashboard and reporting features differ, so knowing your deployment will help suggest the best approach.

[Laura Marin - Millarum]

As others mentioned, you can definitely use native Filters and dashboards to show what you need, as native dashboards are usually static, most likely you'll need to create several Filters with the data you want to focus at a time and then duplicate dashboards to show a similar view but with different data. 

If you want to try some 3rd party add-ons there are plenty of solutions out there, each silvers a different specific need, there are ones that come almost every possible need, and others that specialize in one type of dashboard. 

Millarum Dashboards is simple, dynamic, meaning that you setup your dashboard including burn down chart once and you just change the filter on the fly to see different data. Plus you can get fancy Sankey diagrams for up to 6 dimensions of data into a single chart. 

Full disclosure, I'm part of the team behind this App 

[Rahul_RVS]

Hi @piyushgupta 

If you are open to try out a mktplace app, pls take a look at 

SLA Dashboard for Jira

With this app you can track, manage, & act on SLA metrics—ensuring smooth service delivery.

Key Benefits:

• Live SLA Tracking: Keep a pulse on response and resolution times in real-time.
• Customizable Dashboards: Get SLA gadgets for any Jira dashboard for tailored insights.
• Early Risk Detection: Spot potential SLA breaches before they impact your service.
• Powerful Filtering: Drill down by project, priority, request type, issue type, or JQL.
• Instant Setup: Integrates effortlessly with your existing Jira SLAs, no configuration headaches.

Disclaimer : I am part of the app team

[Habib__Plugio__]

Hi @piyushgupta 

You can often get a lot of this using Jira's native "Filter Results" and "Created vs. Resolved" charts, especially with some well-crafted JQL.

For more advanced visualizations and custom KPIs directly on a dashboard, you might look into apps like Report Cards & Charts for Jira Dashboards (disclosure: I work on it).

— Habib, Plugio team

[Nisha Bharti]

Hi,
What you're looking for is definitely possible, but there are a few limitations with Jira's native dashboards.

For the metrics you mentioned: Assigned vs Closed tickets → Use the Created vs Resolved gadget along with saved JQL filters (for assignee, region, department, request type, etc.).

Open/Pending tickets → The Filter Results, Pie Chart, and Two-Dimensional Filter Statistics gadgets work well when backed by the right saved filters.

SLA Met/Breached → If you're using Jira Service Management, the built-in SLA reports and Service Project reports can be added to dashboards. Ticket ageing → The Average Age gadget is available, although detailed ageing buckets (0–2 days, 3–7 days, etc.) usually require Marketplace apps or external BI tools.

Daily/Weekly trends → The Created vs Resolved gadget provides trend reporting, and you can create separate filters for regions, teams, or request types. The biggest challenge is that native Jira dashboards aren't highly customizable. They work well for standard reporting, but if you need interactive dashboards with multiple drill-down filters (region, engineer, department, request type, SLA, ageing, etc.), you'll likely need a Marketplace reporting app such as Rich Filters, eazyBI, or Custom Charts.

One question: Are you using Jira Service Management Cloud or Data Center? The available gadgets and reporting options differ between the two, so that will help narrow down the best approach.

[piyushgupta]

we are using cloud

Thank you for the suggestions, let me explore these