IT Happiness made easy: Discover our latest Service Management Report 📊

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User-centric IT Service Management is essential in today's digital landscape. By treating users as internal customers, IT departments can create a seamless customer experience, ensuring high levels of IT happiness within the organization.

Studies reveal that every time a Jira issue is reassigned within a support team, 2 hours of valuable time get lost. Accordingly, time to resolution also increases and contact with multiple agents can also reduce customer satisfaction. Bye bye, IT happiness!

Here comes Report Builder with its new ITSM reports into play. 📈

Our unique Ticket Bouncing Report analyzes how often issues are passed on to other team members in Service Management. Identify where training, restructuring, or process optimization is needed.

Ticket Bouncing (ping-pong) in JSM

Unfortunately, there are no built-in reports for bouncing tickets in Jira, nor are there built-in fields for counting the number of reassignments each issue has.

The Ticket Bouncing Report of Report Builder helps IT support teams identify communication breakdowns, competency deficiencies and process bottlenecks. This prevents support tickets from being passed back and forth between teams or individuals without finding solutions. Your service management team can respond to requests faster and IT happiness increases. 

This is how your reports could look like:

Vertical diagram Grouped by days	Vertical diagram Grouped by issue type
Horizontal chart Grouped by projects	Horizontal chart Grouped by priority

You can also Show Report Sources, meaning it will see all the tickets that were involved in reassignments, including the summary, additional data and the links to the issues. That’s a good overview to understand when an issue was created and resolved and who was the first assignee.

Learn all the technical background on how to measure ticket bouncing, as well as relevant solutions to the reassignment problem.

You can also browse our How to: Ticket Bouncing.

And don't forget to take a look at our other new ITSM reports and add your feedback!

Conclusion: Mastering IT happiness 😎

By reducing ticket bouncing through effective communication, competency improvements, and streamlined processes, organizations can achieve quicker resolutions and minimize user frustration. This, in turn, leads to improved satisfaction, increased user loyalty, and enhanced productivity. Continuous monitoring, analysis, and improvement of support processes are key to maintaining high levels of IT happiness and delivering exceptional support experiences.

We're looking forward to your feedback on our new ITSM report!