First Contact Resolution metric

I'm new to JIRA Service Desk and need to gather the first contact resolution metric.  This metric measures the number of ticket resolved based on initial information received.  Any follow-up with the reporter between opening and closing communication is a failure. 

Question:  Is there a field that reflects the type of communication sent to the reporter?  With that information I could do a report based on the type and get the information I need.  I'm looking for an automated process since clicking a box reflecting customer contacted is easily missed.

Thanks for any information.

0 comments

Comment

Log in or Sign up to comment
Community showcase
Published Nov 27, 2018 in Portfolio for Jira

Introducing a new planning experience in Portfolio for Jira (Server/DC)

In the past, Portfolio for Jira required a high degree of detail–foresight that was unrealistic for many businesses to   have–in   order to produce a reliable long-term roadmap. We're tur...

2,723 views 17 21
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you