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Hi, I want to understand the standard reports that are produced for the Jira Service Desk

I presume there is a set of standard reports that are provided for ticketing on the Service Desk


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Hi @Ian Richardson welcome to the Atlassian community.


Jira Service Management (JSM) Cloud provides default reports that can be used to measure common service project functions. These reports can’t be changed, but provide valuable information for easily checking how your team are meeting their service level agreements (SLAs).

The following default reports are provided by your service project:

  • Workload - Lists the number of requests assigned to your agents

  • Satisfaction - Lists the average customer satisfaction rating for your team

  • Requests deflected - Lists the number of times your customers viewed knowledge base articles in the portal and found them helpful

  • Requests resolved - Lists the number of requests resolved with and without knowledge base articles

Service project reports can be viewed by selecting Reports in your service project.

JSM also provides a set of custom reports to help you track specific team goals.


Can the production of these reports be automated ie. weekly and monthly.



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