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When customers start an interaction with a company, one of the first things they expect the most is excellent service. 86% of consumers are likely to pay more to receive a better customer experience. That’s why solving clients' issues within a specific time frame is a step you couldn’t jump over. To resolve problems quickly, you need to monitor them on the fly. Jira gadgets are the first aid for this purpose. You can watch some of the main aspects of your SLA on the Jira dashboard.
Why it’s crucial to monitor SLA:
Gadgets for SLA reporting in Jira
You can track SLA with Jira Service Management or with thе Atlassian plugin like SLA Time and Report that can be set for all projects – Jira Core, Jira Software, and Jira Service Management. When you need to prepare reports quickly, and for all team members, gadgets for Jira dashboard become handy. In this article, we overview native Jira gadgets you can use for SLA reporting.
Time to First Response
The first impression makes a significant impact on client experience. Waiting can scare away even the most patient customers. Tracking Time to First Response (FTR) is a must-have item of SLA if you want to present yourself as a trusted company.
To evaluate your support agents' efforts during some period at a glance, check out Time to First Response gadget. It’s a bar chart that gives you the presentation of the average time it takes to respond to some ticket. To configure FTR, you need to select the project or saved Jira filter and choose the length of periods represented on the graph.
It's critical to examine the trend of average first response to see if it's increasing or decreasing. You can use this Gadget to figure out what's slowing down tickets and suggest ways staff can improve their productivity.
The next gadget you can add to measure SLA on your Jira dashboard is Resolution Time. Like the previous one, it’s a bar chart to glance at the average time it took for a project/filter to resolve a list of issues. This aids in the detection of trends and situations that can be investigated further. If your Service Level Agreement states that time to resolution is 72 hours, you should keep an eye to avoid time exceeding as it will result in SLA breach and penalties for the company.
To configure Resolution Time gadget, set project or filter, period (hourly, weekly, quarterly, etc.) and amounts of days.
Created vs. Resolved Chart
While monitoring SLA, it may be helpful to compare the number of tickets that were created against the closed tickets for some time period.
Select a project or filter, pick the frequency (daily, weekly, monthly, quarterly, or yearly), and the number of days to configure this chart. Created vs. Resolved Chart can be laid out in count or cumulative form. It’s the red line, which ideally would be under the green one. If the red line is higher, that means issues arise faster, your team can resolve them, and the project is likely to miss the deadline.
All of the described Jira gadgets get the basic job done, but the lack of customization may prevent you from getting your report the way you need. SLA Time and Report helps to synchronize SLA statuses to issue custom fields. This feature allows you to display SLA data on any native Jira gadget.
Have you ever used the Jira dashboard for SLA reporting? Share your favorite gadgets and try how you can get real-time statuses with SLA Time and Report.
Zoryana Bohutska _SaaSJet_
Customer Success Manager at SaaSJet
51 accepted answers