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First Contact Resolution metric

Pattie Berghof October 12, 2017

I'm new to JIRA Service Desk and need to gather the first contact resolution metric.  This metric measures the number of ticket resolved based on initial information received.  Any follow-up with the reporter between opening and closing communication is a failure. 

Question:  Is there a field that reflects the type of communication sent to the reporter?  With that information I could do a report based on the type and get the information I need.  I'm looking for an automated process since clicking a box reflecting customer contacted is easily missed.

Thanks for any information.



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