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.
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event
You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events