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This report displays agents with the best performance score, ordered by CSAT rank. Issues are assigned to agented based on the assignee when the report is generated.
Avg. satisfaction rate per agent from issues with create date from given range.
This report is available as a native Jira Gadget and can be displayed on any Jira Dashboard.
Go to the Dashboard you want to add a report on.
Click on the Edit button to add new gadget.
From the list on the right, choose Assignee - Average CSAT and click Add.
Configure the gadget and click Generate chart.
Save the changes on the Dashboard and enjoy the report!
This report requires customer satisfaction (CSAT) feedback filled in on issues. For more information how to enable it, please refer to Atlassian documentation .
This raport displays from what source the tickets come.
This report is available as a native Jira Gadget and can be displayed on any Jira Dashboard.
Go to the Dashboard you want to add a report on.
Click on the Edit button to add new gadget.
From the list on the right, choose Request Channel Type and click Add.
Configure the gadget and click Generate chart.
Save the changes on the Dashboard and enjoy the report!
👀 Example
Tickets are grouped by .
This report displays the distribution of customer counts by organization.
This report is available as a native Jira Gadget and can be displayed on any Jira Dashboard.
Go to the Dashboard you want to add a report on.
Click on the Edit button to add new gadget.
From the list on the right, choose Organizations and click Add.
Configure the gadget and click Generate chart.
Save the changes on the Dashboard and enjoy the report!
👀 Example
This raport displays the success rate of the selected SLA on the Gauge chart.
This report is available as a native Jira Gadget and can be displayed on any Jira Dashboard.
Go to the Dashboard you want to add a report on.
Click on the Edit button to add new gadget.
From the list on the right, choose SLA - Met % and click Add.
Configure the gadget and click Generate chart.
Save the changes on the Dashboard and enjoy the report!
This security statement applies to the Cloud version of the ITSM Reports.
Architecture
What customer data does the app process?
We process accountIds, email addresses, display name.
What data does the app store?
The app stores API Token for the integration with Assets.
Where are the data stored?
What permission does the app require?
Permission
Usage
Endpoint(s) in methods
manage:jira-configuration
Creating Template custom field if field doesn’t exist (done in upgrade tasks).
Creating a custom field context. Used when options are updated for template.
Getting mappings for a field in issue for particular project. Used when applying UI modification for the following field types: single select, multi select, checkboxes.
Getting custom field context for a project. Used when updating options for a template and during template deletion.
Getting custom field option for a context. Used when creating a custom field context and during template deletion.
Creating options for a custom field. Done during template creation and update.
Updating options for a custom field. Done during template update.
Deleting a custom field option. Done during template deletion.
Getting issue type screen schemes for projects. Done during adding Template field to create screens.
Getting issue type screen scheme items. Done during adding Template field to create screens.
Getting contexts for a custom field. Used for example when getting predefined options for the select field type.
Getting values for the priority field.
manage:jira-project
Adding template field to create screens for particular projects. This process involves getting list of screen schemes, tabs for a screen, fields for a tab, adding a field to a screen tab and moving a screen tab field.
storage:app
Saving plugin related data in the Storage. For example, custom field config is saved in the Storage and this data is used on create issue screen when reading what kind of fields are supported by our app for UI modifications. Another example is that we save templates names in the Storage so when someone is creating or updating a template we can verify if such template already exists.
read:jira-work
Getting a custom field option. Done during template update and deletion.
Getting UI modifications to display in the table.
Updating UI modifications when template is updated.
Creating UI modifications when template is created.
Getting supported fields to display in the field selector while creating/updating template.
Getting the JQL search auto complete suggestions for the labels field.
Getting components for a project.
Getting versions for a project.
read:jira-user
Getting a user for a user picker field.
Getting users for a user picker field for handling multi selection.
Getting users for a user picker field with specific search conditions.
write:jira-work
Required for loading and applying UI modifications on the create issue screen.
Does the app encode all data in transit and at rest?
Yes.
Does the app support data residency?
Does the app have a data retention policy?
Does the app have a data backup policy?
We are committed to improving our security posture. That’s why we created this page to answer basic questions about security in the ITSM Reports app. For company-level security approach, please refer to the .
is built on the platform. The app connects to Jira using . It’s written in React and TypeScript.
All data are stored on the Atlassian infrastructure. Templates data is stored in Jira (). The app configuration is stored via .
g
Yes, thanks to using the Atlassian Forge platform. Here is the official announcement from Atlassian:
Yes. Upon written request, Appsvio and Atlassian will delete all End User Personal Data (including copies). More information is available in .
Yes. More information is available in
Useful links and more information
If you have any questions about the security, e-mail .
This raport displays when tickets are created during the day. It can help to allocate agents more efficiently.
Tickets are grouped by hour based on the creation date.
This report is available as a native Jira Gadget and can be displayed on any Jira Dashboard.
Go to the Dashboard you want to add a report on.
Click on the Edit button to add new gadget.
From the list on the right, choose Request distribution over time and click Add.
Configure the gadget and click Generate chart.
Save the changes on the Dashboard and enjoy the report!
👀 Example
Documentation of ITSM Reports - Charts, Graphs and Dashboard Gadgets for Jira Service Management
This app provides you a powerful service desk report that supports you in business decision-making and monitors your team's performance.
Features included:
Unique service desk data for supporting business decisions
Easy to analyze charts and diagrams in native Jira dashboards, so no extra configurations
Agents’ scoring that leads to improved customer support and your team results,
Better insights on your team performance, even in many projects
Time efficiency with already analyzed and ready-to-present data at hand
Eliminating bottlenecks and workflow issues
– to monitor customer satisfaction rate and analyze agents' performance.
– to gain insights into your team workflow and eliminate bottlenecks.
- displays when tickets are created during the day. It can help to allocate agents more efficiently.
- displays from what source the tickets come.
- displays the distribution of customer counts by organization.
– to watch how assets are distributed.
To use this report you have to have Jira Premium.
This raport displays the structure of the assets based on the objectType. Thanks to that you see the distribution of the assets.
The report displays assets limited to selected scheme and provided AQL, grouped by objectType.
Go to the Dashboard you want to add a report on.
Click on the Edit button to add new gadget.
From the list on the right, choose SLA - Met % and click Add.
Configure the gadget and click Generate chart.
Save the changes on the Dashboard and enjoy the report!
👀 Example
