Response rate rate for support staff - how to?

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 Sign up to answer
Atlassian Summit 2018

Meet the community IRL

Atlassian Summit is an excellent opportunity for in-person support, training, and networking.

Learn more
Community showcase
Published Monday in Jira Service Desk

Jira Service Desk – Don’t be afraid, the journey begins with curiosity!

...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...

278 views 7 20
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