Plug-in for internal ticket evaluation

Question

We're looking for a utility that will allow us to internally evaluate and grade our JSM tickets.  Ideally managers will be able to review a selection of tickets from a given agent, and then evaluate those tickets for a number of metrics.  These evaluations would then be collated to aid with agent feedback.

We're not looking for CSAT options.  Any thoughts on how to approach this?  3rd party add-ins or use of internal Jira components?

Josh Williams_e1codh · Answer

Hi @Kris Phipps ,

Did you ever find a good solution for this?

We currently use Klaus; however are looking to move away from this to an "inbuilt" Jira function, and there do not seem to be any available solutions.

Thanks

Josh

Kris Phipps · Answer

We aren't so much looking to track customer satisfaction here, as we are to evaluate the quality of the service our agents provide.  We'd like to grade them on a number of metrics and produce a scorecard from that.  Closest thing on the marketplace I've seen is:
https://marketplace.atlassian.com/apps/1222001/employee-performance-ratings?hosting=cloud&tab=overview

That app has the base functionality we're looking for.  But to really be helpful, the app would help us to narrow down the ticket selection process.  AI to evaluate the tone of our agent's writing would also be a plus.

Ste Wright · Answer

Hi @Kris Phipps

There is a native option for this, see here: https://support.atlassian.com/jira-service-management-cloud/docs/what-are-customer-satisfaction-surveys-csats/

You can also report on those scores here: https://support.atlassian.com/jira-service-management-cloud/docs/how-can-i-track-customer-feedback-trends/

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Alternatively, you could check out options on the Marketplace, such as...

* Surveys for Jira Service Management 
* AI Insights for Jira Service Management 
* Service Quality AI Report 
* Customer Satisfaction Survey for Jira 
* ...etc

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Let us know your thoughts!

Ste