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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

Accepted answers

All comments

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.

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

piyushgupta

we are using cloud

Thank you for the suggestions, let me explore these

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

SLA Dashboard Gadget.jpg

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

Alex Taylor_vwmfq7

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 website)

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.

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!

Danut M _StonikByte_

Hi @piyushgupta,

You could start by using some of the native gadgets available in Jira. For example, the Two Dimensional Filter Statistics gadget can display metrics such as the number of assigned, resolved, or closed tickets. The Created vs Resolved and Pie Chart gadgets can also be useful, depending on the information you want to visualize.

However, Jira's built-in gadgets are limited when it comes to Jira Service Management–specific fields such as Request Type, Organization, or Team, so they are best suited for basic reporting.

If you need a more comprehensive JSM dashboard, you will likely need additional gadgets provided by apps from the Atlassian Marketplace.

If you're open to trying an app, our Great Gadgets app provides everything you need to build rich Jira Service Management dashboards, including support for JSM-specific fields and advanced reporting capabilities.

For example, with the Pivot Table & Pivot Chart gadget you can display all kind of multi-dimensional stats, in form of tables, heatmap tables or charts of various types.

With the Control Chart gadget you can display the trend of issue by their SLA and easily identify SLA breaches.

With gadgets like Cumulative Flow Diagram or WIP Run Chart you can create weekly trends.

Our app also includes many other powerful gadgets and reporting features that I can't cover in my answer here. If you'd like to explore everything it offers, take a look at this article: https://community.atlassian.com/forums/App-Central-articles/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369.

If you need help/assistance with the configuration of your JSM dashboard by using our gadgets, feel free to contact us at support@stonikbyte.com.

Danut.

Alina Kurinna _SaaSJet_

Hi @piyushgupta

For the general ticket metrics you listed, such as assigned, closed, reopened, and pending ticket counts, Jira’s native filters and dashboard gadgets can cover part of the requirement.

For the SLA-related part, many of these views are also available directly in SLA Time and Report.

For example, you can create:

Met vs Exceeded SLA trends over time;
a breakdown of In Progress, Met, and Exceeded SLAs;
SLA success rate comparisons;
Met vs Exceeded results grouped by assignee, request type, organization, region, department, team, or another available Jira custom field;
a detailed grid of work items with active, paused, met, or exceeded SLA timers.
SLA view on Jira tasks

You can define the work item scope using a project, saved Jira filter, or JQL. For example, you could build a report only for open and pending work items from a specific region:

project = SUPPORT AND Region = EMEA AND status in (Open, Pending)

Then you can apply an SLA chart to that selection or compare multiple regions directly through the Met vs Exceeded per Criteria report.

The SLA charts can also be added to a regular Jira Dashboard as gadgets, so you could combine Jira’s native ticket-volume gadgets with SLA Time and Report gadgets on the same dashboard.

This would give you general service desk activity from Jira alongside more detailed SLA trends and breakdowns from the app.

If you have any questions, please feel free to reach out. I’ll be happy to help.

Regards!

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