Analyze team performance with reports
Reports give you a clear, visual way to see how your team is doing and spot trends in your support work. They make it easy to track things like workload, customer satisfaction, and request resolution – plus, you can use the built-in reports or create your own to focus on what matters most to your team.
Default reports
Your project comes with some default reports, including:
Workload – shows the number of requests assigned to your agents.
Satisfaction – displays the average customer satisfaction rating (based on your customer satisfaction survey).
Requests deflected – tracks how often customers read support articles and didn’t raise a request.
Requests resolved – shows the number of requests resolved.
Default reports can’t be changed, but they provide valuable insights into your team’s performance.
Create a custom report
Custom reports let you track specific team goals or metrics. You can edit existing custom reports or create new ones. Examples include:
Created vs resolved
Time to resolution
SLA met vs breached
Incidents by priority
Service requests by type
Custom reports allow you to add and filter series, so you can focus on the data that matters most to your team.
To create a custom report:
In your project, select Reports.
Select Create new report
Enter a Name for your report.
Select Add series.
A series is a set of data points used to build a report, e.g. the number of requests received each day over a week. Add multiple series to a report to compare different metrics or trends.
Under Series, choose a data point or metric.
Add a label and select a color for the series.
Optionally filter the series using the provided filters, or switch to JQL for more advanced filtering.
Select Add.
Repeat steps 4–8 to add up to 20 series to your report.
Select Create.
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