5 Metrics to Check Support Team Efficiency in Jira

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How you treat your customers influences 70% of their customer's journey, according to McKinsey. Issue resolution is seen as the most crucial aspect of customer service by 90% of consumers worldwide (KPMG). So, checking the efficiency of a support team in Jira can be crucial for ensuring timely and effective customer support work. Here, you’ll find helpful metrics and solutions to track support team efficiency in Jira.

1. Response Time

Keep an eye on the support staff's response time. Examine how quickly they acknowledge and reply to new support tickets. The ideal response time would be a few hours or in accordance with established SLAs (Service Level Agreements). 

Time To First Response Jira Gadget. It shows the average number of hours it takes to respond to tickets in the last 30 days.

2. Ticket Assignment

How many tickets do you get from customers each week or month? Analyze the effectiveness of the support team's system for allocating tickets to specific team members. On the basis of their workload, look for instances when tickets are swiftly assigned to the right team members.

Issue Statistics Gadget

3. Ticket Updates

Analyze how frequently support agents update the status and progress of the tickets. Regular updates show that you're paying attention to the issues at hand. Updates could be a sign of negligence or inefficiency. 

Issue History for Jira app. It is one of the most flexible and comprehensive ways to review all changes made to tickets in one place. 

• Check the activity of each agent. You can use the “Updated by” option and select any team member or hover the mouse over the user name and click "Show user activity". 
• Review comments added. 

• Track status transitions. There is an option to view all status updates or choose particular transitions. For instance, To Do -> Waiting for customer.

 

That’s only a few suggestions. You can customize the report according to your needs.

Try how it works

4. Resolution Time

Analyze how long it takes the support staff to resolve issues. Calculate the typical resolution time for various ticket categories or severity levels. You can spot bottlenecks and potential improvement areas with the use of this statistic.

Resolution Time Gadget in Jira. This graph displays the average amount of days that resolved issues remained open over a specific time frame.

5. SLA Compliance 

Ensure that the support staff follows the SLAs that have been set. Check the percentage of tickets that are resolved within the time limit specified. By doing this, you can make sure that the team is productive and that you're meeting consumer expectations.

SLA Time and Report for Jira. It helps to customize SLA timers for your issues. On the SLA timer, you can monitor how much time is left until the SLA goal is exceeded. Tickets with exceeded timers have a red color. Green is before the issue meets the time goals or after it is met.

 

Takeaway

These metrics are fundamental and essential to evaluate how well the support team collaborates and shares information within Jira. You can improve the effectiveness of your support team in Jira by looking at these factors, and you can also find areas where they can make improvements. This will increase client happiness and issue resolution.

Related topic: How to see the last changes made by agents to Jira tickets