Ticket Quality Review

[Scott T. Thompson]

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?

[Danut M [StonikByte] · Accepted solution]

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]

Hi Danut, 

Thank you for replying.

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

Thanks again. Cheers!