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.
Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...
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!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
We're bringing product updates and pro tips on teamwork to ten cities around the world.Save your spot