In this section, you'll find a variety of reports built using the Performance Objectives for Jira app, specifically tailored for service desk teams working in Jira Service Management. Browse the easy-to-follow, step-by-step reports for managing SLAs and customer requests.
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Provides insights into the volume of new tasks or requests created over a specific period… |
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Average Cycles in Status 'Waiting for Support' Average number of cycles issues go through while in the 'Waiting for Support' status, with a set maximum of 2… |
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Avg time between Created and Resolved… |
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Average Satisfaction and SLA Time Visualize customer satisfaction along with average breach times for both resolution and response, in tiles… |
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Compare breached vs met SLAs to get a clear view of SLA performance. |
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Breached FRT vs Breached TTR vs Number of Issues Understand the relationship between response times, resolution times, and overall issue volume. |
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Busy Hours Report: Support request by hour and day Visualize support requests by hour and day in a heatmap format, highlighting peak periods of activity. |
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Breached SLAs - Active and Completed Distinguish between issues that are still open with an active SLA breach and those that have been resolved or closed after breaching. |
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Breached TTR SLA - Max 10% per Assignee Set max threshold for breached TTR SLA on Assignee level… |
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CSAT Rate Report: Percentage of 5-Star Satisfaction Issues Using formula calculate the percentage of highest satisfaction issues compared… |
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Monitor the average FRT time with a set maximum threshold for response times. |
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Visualize how many issues are resolved on the first customer interaction. |
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Issues Created vs Resolved vs Any Date Assess whether you are keeping up with issue resolution relative to creation and deadlines (or other date field). |
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Mean Time to Resolve (MTTR) KPI Calculate MTTR and set max thresh for average resolution times. |
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Calculate total time since Created and set maximum number of days for unresolved issues. |
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Multiple Reopened Tickets Report Identify issues that have been reopened two or more times, utilizing the Cycles in Status metric and Done category… |
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Calculate net flow by subtracting the number of created issues from the number of resolved issues. |
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This report tracks the number of overdue issues per assignee, stacked by issue type. |
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Number of Affected Services by Reporter Display Affected Services in a Heatmap to spot potential service impact and understand reporter activity. |
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Count only the issues that have been unresolved for more than 5 days, using a conditional metric… |
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Number of Issues by Resolution This report displays the total number of issues grouped by their resolution status in a tile format. |
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Number of Issues vs FCR Issues This report compares the total number of issues with those resolved through First Contact Resolution (FCR). |
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Open Issues Overtime for the Past 30 Days (Snapshot) Snapshot of open issues over the past X days, visualizing how the number of issues has changed over time. |
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Percent Overdue Issues Per Assignee Visualize the percentage of overdue issues assigned to each assignee and identify which of them have the highest… |
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Proactive Resolution Rate (PRR) Report Calculates the ratio of bugs identified by the support team and reported to the engineering for resolution before end users raise them. |
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Recently Created Issues by Priority A view of issues that have been recently created, categorized by priority. It helps teams quickly assess the incoming workload and prioritize tasks based … |
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Visualizes the number of issues that have been resolved versus resolved and reopened, displayed in an area chart… |
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Request Volumes by Organization Track the volume of requests submitted by each organization, providing insights into how much support different teams… |
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Display the number of issues grouped by different satisfaction scores, helping teams analyze feedback trends. |
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Track the number of issues handled by each assignee, categorized by customer satisfaction score. |
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Support Requests by Day of Week Visualize the volume of support requests received each day of the week in a circular gadget. |
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Track TTR SLA compliance by breach time, using slot splitters to define hour groups. The data is stacked by priority… |
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Ticket Reopen Rate (RR) Report Calculate the ratio between all resolved issues and those that were resolved and subsequently reopened. |
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