Ticket Quality Review

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 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?

1 answer

1 accepted

1 vote
Answer accepted
Danut M [StonikByte]
Atlassian Partner
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!

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
PREMIUM
TAGS
AUG Leaders

Atlassian Community Events