Response rate rate for support staff - how to?

Ashot I'm New Here Nov 01, 2017

Hi

I am looking into having a SLA of measuring a response rate of the specific group of people in a Service Desk Project to tickets created by everyone to this project. Due to the nature of the tickets the resolution rate is not a good SLA to track as we are not the ones solving the issues, and i would like to increase the the update/response rate given to tickets with a trackable SLA. What would be the best way to create a filter that we can sort the tickets in where we can track the responserate and have it as a sort criteria as well? 

i.e. one thing is we would like to have a criteria where we can sort by last response made by support staff (specific people not by everyone) and then to be able to track a KPI on it on a weekly monthly basis with reports. In a way, this is also good to have as a filter so we can see the time since last update made by Us to tickets in a project  

Seems to be a harder task, especially for Jira Cloud

Thank a bunch in advance, hope to find the answer 

0 answers

Suggest an answer

Log in or Join to answer
Community showcase
Teodora [Botron]
Published Feb 15, 2018 in Marketplace Apps

Jira Inferno: The Nine Circles of Jira Administration Hell

If you spend enough time as a Jira admin - whether you are managing a single, mid-sized instance, a large enterprise one or juggling multiple instances at once - you will eventually find yourself in ...

1,134 views 6 19
Read article

Atlassian User Groups

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

Find a group

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

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot