Jira Metric Help

[Hector.Hood]

So we stood up a new Helpdesk at my company. The metrics it was based on was to get amount of an Agent is saving an Officer by handling other customer issues not in relation to the main product.

Issue Now:

The people who requested those metrics are now asking for the following metrics to continue the justification of the Helpdesk. I do not think they are very realistic with Jira's capability. Would this be possible to do? I could see some possibility using more custom fields but I don't want to add more work on the Helpdesk documentation if they do not need it. Any suggestions would be entirely Helpful!

Metrics Being Requested:

We would like to know:

• # of outgoing calls per ticket
• # of incoming calls per ticket
• Total # of calls per ticket
• # of emails sent / received

[Dave LIAO · Accepted solution]

@Hector.Hood - as you suspect, you need to make custom fields to track this data, and the input of this data would be manual. (Out of the box Jira doesn't come with CTI capabilities.)

With Jira Service Desk, you can track metrics like:

• # of issues reported
• # of issues resolved
• You can break down the above by request type or categories (components, labels...) - see info on how to report on this

[Hector.Hood]

Thank you the information and resource I can use.