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Ticket Quality Review

Scott T. Thompson
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September 26, 2023

I need to assess the Agents in JSM on their productivity, primarily the following:

Average daily resolved tickets vs. daily ticket volume.

Number of tickets not updated within the last ten business days.

I want to create a report template so that only the Agent's name has to be entered and the above information is populated in the report.

Is this possible without purchasing an app or widget?

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Danut M _StonikByte_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
September 26, 2023

Hi @Scott T_ Thompson,

With our Great Gadgets app you can display various JSM metrics on your dashboards. 

You could create a dashboard for each agent, with all the necessary gadgets in-place. Create one base/template dashboard first, then make a copy of it for each agent and edit the filters used by the gadgets in the agent's dasboard.

See this article on our blog: An effective dashboard for Service Desk and Customer Support teams in Jira Service Management 

I hope this helps.

Thank you,

Danut.

Scott T. Thompson
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
September 27, 2023

Hi Danut, 

Thank you for replying.

 

I will sit down with the team and look into this option.

 

Thanks again. Cheers!

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