How is "first contact resolution" measured in Service Desk?

Question

How does one measure first contact resolution rates using either JIRA or Service Desk?  I can't seem to find much if any useful information on that.

Comment:  I am a little surprised that no one has an answer or comment.  Is this the correct forum to post this? I've already added this as a requested feature for future versions.

Richard Scholtes · Answer

as this is not an out of the box feature, I can just suggest a workaround like: Create a custom Field that is flagged by an automation, when the ticket is assigned to your first level group while it is transitioned to your "resolved" status

Then just filter after tickets with this flag

Holly Meza_s4xdzm · Answer

I'm pretty sure you have to have a workflow that goes from your initial status to Resolved, and then report on the number of issues that went directly to resolved. Nothing out of the box will give you this information.

Sami Purho · Answer

We are also looking for first contact resolution numbers! Any workaround for this?