Setting up service desk reports
Jira Service Desk provides powerful realtime reporting functionality so you can see your team's performance metrics:
You can also create your own custom reports to query any combination of performance data. Your team members have access to a read-only version of the Reports tab so they can also see the data you're tracking. To create and edit reports, make sure you're logged in as an administrator.
What makes up a service desk report
Each report consists of one or more series. A report series is composed of a predefined series (e.g. issues created), or a time metric series (e.g. time to resolution). For each series, you need to select a label and color to easily identify the data points in this series on your report, and define which issues should be counted with a JQL statement. When you create a service desk project for the first time, you'll see the following default reports depending on the project template you select:
| Project template | Report groups | Default reports | Details |
|---|---|---|---|
| Basic Service Desk & IT Service Desk | Team | Workload | Shows how many requests your team is working on to help you ensure that your team's workload is evenly distributed |
| SLA goals | Shows how your team is tracking towards each of the SLA goals you have set | ||
| Satisfaction | Shows the average customer satisfaction rating for your team if you have opted to collect customer feedback | ||
| Knowledge base | Article usage | Shows the number of times knowledge base articles were viewed and how many customers found them helpful. | |
| Article effectiveness | Compares the number of customers who were self-served through knowledge base articles to the number of customer who created a request. | ||
| Custom | Created vs Resolved | Compares the number of issues that have been created by customers and resolved by your team in a specified time period | |
| Time to resolution | Compares the length of time taken to resolve requests of varying type or priority | ||
| SLA met v breached | Compares the number of requests that have met or breached a selected SLA goal | ||
| Basic Service Desk only | Resolution by component | Compares the length of time taken to resolve requests for each component (e.g. office administration) in your service desk project | |
| IT Service Desk only | Incident reports by priority | Compares the priority of incidents your customers have reported |
Create a new report
In your service desk project sidebar, select Reports. You will see a list of default reports for your service desk project. In this example, we'll create a report that shows the breakdown of all high priority issues based on the issue type:
- Select New report
- Choose a report name that you and your team will understand (e.g. High priority issues)
- Select Add a series and fill in the following details:
Series = Created (to display all created issues that fit the series criteria)
Label = IT Help issues
Color =
JQL filter = type = "IT Help" AND priority = Highest OR priority = High - Select Add and save your report.
- You can add additional series to capture high priority issues of other types (e.g. type = "Fault" or type = "Access")
See Reporting on SLAs for detailed information on how to run reports on SLA progress or status.