Report “Service Management: Key metrics”: median first reply time and more


Report Builder report “Service Management: Key metrics”

In order to measure progress, increase productivity and communicate with customers, Service management teams and leaders need to know some key metrics. On the one hand to plan resources, on the other hand to confirm contracted Service Level Agreements (SLAs).

One important key figure is the number of created support tickets and the reply time for those tickets. Common ticket systems like Jira Service Management and Zendesk offer controlling some metrics by default. But our app Report Builder is extending those functions through exclusive Service Management reports.

This is what the report does

One way of tracking those metrics is by using our Report Builder report “Service Management: Key metrics”. It will help you to quickly and easily get an insight into key figures of your Service Management system.

The report displays month-over-month change for important metrics in your support team. By defining the scope in the visible scope picker, you can choose for which project you want to see metrics for. It will showcase the number of tickets for the current 30-day period and includes the percentage by which the number has increased or decreased compared to the 30 days before. It is also calculating the median reply time.

The metrics are:

  • Tickets created during the last 30 days.
  • Median first reply time: Median amount of time between ticket submission and first reply by support representative.

Test Report Builder for free on the Atlassian Marketplace.


Carlos Garcia Navarro
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 2, 2021

Very cool, thanks for sharing! Knowing the relative increase of decrease for those numbers is very useful.

Like # people like this
Pedro Silva May 20, 2021

So useful!

Thanks @Andrei Pisklenov _Actonic_ !


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