Reporting on Service Desk Metrics

[Paul Wiggers]

Hello everyone!

I would like to get more insight into the performance of my service desk, and getting a report of some metrics would be great. However, the built-in functionality seems unable to provide the information that I would like to see. 

The marketplace has a lot of apps that might be useful but I am to unfamiliar with them to make an educated choice, perhaps you fine people can help me out.

I am looking to get insight into:

• Number of times an issue has been re-opened
• First contact resolution 
• Re-assigning an issue to a colleague

That is in addition to the default option of 

• Time to Resolution
• Number of issues resolved during a period
• SLA met / breached

How do you get those metric information? If you use an app, which one and how do you like it?
If you have created an app yourself, fee free to let me know! Added bonus points if you have a demo video available on the benefits. 

Thanks in advance!

[Valeriia_Havrylenko_SaaSJet]

Hello @Paul Wiggers
As an alternative , I guess you can try Time in Status  for Jira Cloud (developed by my SaaSJet team) with 7 types of status time reports can help you with this. 

Here are all of them:

• Time in Status

• Assignee Time 

• Average Time 

• Status Entrance Date 

• Time in Status per Date 

• Status Count 

• Transition Count

This add-on has a 30-day free trial version.

Please, let me know if you have any questions

Best regards, Valeriia 

[Rahul_RVS_Support]

Hi @Paul Wiggers 

As an alternative, you can try our app :

Time in Status Reports 

The add-on provides the time in each status for the entire lifecycle of the issue, based on the date range, assignees and multiple other filters, and various graphs too.

There are 20+ reports in the app which help to meet a wide range of use cases.

Also you can group your statuses to create your own resolution time.

Do try it out.

Disclaimer : I work for RVS, the vendor for this app

[Paul Wiggers]

Thank you all for your suggestions. I will take a look at all the offers and give them a try to see what will benefit us the most.

[Danut M _StonikByte_]

Hi @Paul Wiggers,

Have a look on this blog post An effective dashboard for Service Desk and Customer Support teams in Jira Service Management. Here you will find useful gadgets for tracking metrics you mentioned plus some others (like CSAT, for example).

Most of these gadgets are from our Great Gadgets app. If you have questions, please feel free to contact us at support@stonikbyte.com. 

Thank you,

Danut M.

[Bloompeak Support]

Hi @Paul Wiggers

You can try Status Time Reports app developed by our team. It mainly provides reports and gadgets based on how much time passed in each status.

Here is the online demo link, you can see it in action and try without installing the app.

• Number of times an issue has been re-opened
  You can have a look at Status Count And Entry Dates report. If status count of "Open" status is greater than 1, then this issue is re-opened.
• First contact resolution
  You can have a look at this solution.
• Re-assigning an issue to a colleague
  You can have a look at Time in Assignee report. This report shows how much time is spent on each assignee. If you enable “Show count“ in “Report type“ field, the report will also show how many times an issue is assigned to a user.

If you are looking for a completely free solution, you can try the limited version Status Time Free.

Hope it helps.

[Emre Toptancı _OBSS_]

Hello @Paul Wiggers 

If you are OK with using a marketplace app for this, our team at OBSS built Time in Status for these needs. It is available for Jira Server, Cloud, and Data Center.  

Time in Status mainly allows you to see how much time each issue spent on each status or each assignee. 

   

You can combine the time for multiple statuses to get metrics like Issue Age, Cycle Time, Lead Time, Resolution Time etc. 

You can also get Count reports that show how many times each status or each transition was used.

   

For all numeric report types, you can calculate averages and sums of those durations grouped by the issue fields you select. For example total in-progress time per Vertical or average resolution time per sprint, week, month, issuetype, request type, etc. The ability to group by parts of dates (year, month, week, day, hour) or sprints is particularly useful here since it allows you to compare different time periods or see the trend. 

The app calculates its reports using already existing Jira issue histories so when you install the app, you don't need to add anything to your issue workflows and you can get reports on your past issues as well. It supports both Company Managed and Team Managed projects for Jira Cloud.

Time in Status reports can be accessed through its own reporting page, dashboard gadgets, and issue view screen tabs. All these options can provide both calculated data tables and charts.

  

https://marketplace.atlassian.com/apps/1211756/

EmreT

[Eduardo Oliveira]

Hello @Paul Wiggers - nice to meet you 👋🏻

If you’re open to use a third-party app I would like to recommend an intuitive and easy-to-use solution - Mindpro Insights - Charts, Reports & Filters for Jira & JSM

With this cloud app, you can build, customize and share beautiful cross-project dashboard reports in seconds using your Jira and Jira Service Management data.

 Here is a quick demo: Link Video

This app has a 30-day free trial version with full support and onboarding assistance included.

If you want, we'd love to offer you a live demo where you can talk about your specific needs.

Hope it helps, Eduardo, from Mindpro team