Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements


  • Give kudos
  • My kudos


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

First Contact Resolution Reporting


I was just wondering how people are reporting on First Contact Resolution using JIRA service desk. 

I've come up with a couple of methods but I just wanted to see if there are better ideas out there.

1) Add a status to the workflow to represent first contact resolution.  This status would have two transitions:

    • From Waiting to Support
    • To Resolved

I then would set a post function to set a custom field in the backend to ‘Yes’ every time the status transitions from ‘First Contact Resolution’ status to ‘Resolved’.  I could then create a series in a report based off of the custom field.

2) Create a custom FCR field and manually choose "Yes" if the ticket was completed on first contact.

Also, is there a way to create a custom series in the reporting to calculate a percentage?  Trying to create a first contact resolution % (where custom field = 'Yes'/Number of tickets where status = resolved)  Currently the only series I can create are counts.



2 answers

0 votes
Radu Atlassian Team Nov 06, 2019

@David Anthony have you tried using historically searchable JQL params?

Here is a sample JQL I would use to get the issues I want

status was not in ("In Progress") and status was in (Open)

And here is the advanced search reference .


Basically I'd create a JQL with just the FCS status and the Resolved status. The absence of the intermediary statuses would tell me that it was a FCS resolved issue. Then I'd just count as normally.


Would this work for you?



Hello @David Anthony 

You can use the VisualScript for Jira add-on in the marketplace to do this, and create a visual reporting of the metrics in a Jira dashboard.

We have built first-contact resolution into a table of OKRs along with other valuable help desk metrics like:

  • Average time to response
  • Average time to resolution
  • Created outside of the portal - and more

The app can also calculate percentages and present those in a visual as well.  

FYI - I work on the product team for VisualScript.

Suggest an answer

Log in or Sign up to answer
Community showcase
Asked in Jira Service Desk

Calling all Insight users, we need your help!

Hello Insight users,  As part of our (Mindville's) acquisition by Atlassian, our training team is looking to build some new Insight training materials. It would really helpful if you can ...

266 views 4 6
View question

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you