Are there analytics on JIRA service desk?

Question

Hi!

I inherited a legacy of JIRA Service Desk which we are currently using as a ticketed-support desk for our clients.

We are introducing SLA's, and I'd like to be able to analyse things like response times on the ticket but I can't see a way to gather this view. Can anyone help me with this?

Thanks in advance!

Kate

Ramarao Gaggara {Appfire} · Answer

Hi @[deleted],

If you feel like my answer helped you, kindly mark my answer as accepted.

Thanks,

RamaRao

Ramarao Gaggara {Appfire} · Answer

Hi @[deleted],

Jira Service Desk comes with a few pre-configured SLA metrics to cover some of the most common IT requirements; however you can modify or create custom SLA metrics to reflect the SLAs you use in your business.

You can find more details at below page about how to configure SLAs in Jira Service Desk.

https://confluence.atlassian.com/servicedeskserver032/setting-up-slas-828800707.html

Jira Service Desk also provides robust reporting tools that you can use to track your team's performance against your SLAs.

Please refer below 2 links which can help you out to get reporting on SLAs in Jira Service Desk.

https://confluence.atlassian.com/servicedeskserver032/reporting-on-slas-828800728.html

https://confluence.atlassian.com/servicedeskcloud/reporting-on-slas-732528981.html for tips on tracking your SLAs.

Thanks,

RamaRao