Jira Service Desk

Let's now look at some important Jira Service Desk reports that are unique to Service Desk only.

SLA success rate

One of the unique features of Jira Service Desk is the concept of service-level agreements (SLAs) that you can configure for your project. Let's look at the following report concerning two SLAs:

Figure 7

This report provides the success rate percentage for the two SLAs that we have in the project—Time to first response and Time to resolution. There is a trend line as well that shows this information over time.

Satisfaction

In Jira Service Desk, there is an in-built feature that will ask the customers to provide their feedback. This is extremely important for the team, as this will tell them whether their service is good or bad. Let's look at the report first:

Figure 8

This report is telling us an Average rating on a scale of one to five stars and is quite detailed. You can see the customer Comment, the issue Key, and also the Agent who was involved in the resolution...