Number of interactions (number of agent and customer comments)

Question

Is there a way to get  the total number of interactions (agent and customer comments, it won't count internal comments) for X amount of tickets?

For example, last month 40 tickets have been created, total interactions were 300. 
Starting from that I could get the average number of interactions it gets to solve an issue, which is a very useful data:  300/40= 7,5 interactions per issue

Mehmet A _Bloompeak_ · Answer

Hi @Ilaria

Another way of getting the number of interactions is to count the number of "waiting for support", "waiting for customer" status transitions. In order to get status transition count, you can try Status Time Reports app developed by our team.

By default, it provides reports on how much time passed in each status. But it also shows status transition count. You can also export the report as CSV and open it in Excel.

Here is the online demo link, you can see it in action and try without installing the app. Hope it helps.

Gaurav_0av1h6 · Answer

Hello @Ilaria

For this, you need to count the number of comments on each ticket. Currently, this is not possible via the native functionality.

This would require the usage of add-ons which can be found on the Atlassian Marketplace. Some examples are:

* Comment Custom Fields for Jira with a functionality of a Count field described here.
* Scriptrunner also has similar functionality as described here.

I would suggest you explore and find the one most suited to your needs. Using this you can create a report for the average interactions per ticket.

Kindly accept the answer if this helps.