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How is "first contact resolution" measured in Service Desk?

How does one measure first contact resolution rates using either JIRA or Service Desk? I can't seem to find much if any useful information on that.

Comment: I am a little surprised that no one has an answer or comment. Is this the correct forum to post this? I've already added this as a requested feature for future versions.

3 answers


We are also interested in finding out the simplest way to determine FCR using JIRA SD???

Any news? 



We are also looking for first contact resolution numbers! Any workaround for this?

I'm pretty sure you have to have a workflow that goes from your initial status to Resolved, and then report on the number of issues that went directly to resolved. Nothing out of the box will give you this information. 

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