Learn how to succeed in your role as a service desk agent.
What are custom reports?
Jira Service Desk Cloud provides a set of custom reports to help you track specific team goals. You can edit an existing custom report or create your own new custom report.
The following custom reports are provided by your service desk:
Created vs resolved - Compares the number of requests created and resolved over time.
Time to resolution - Compares the length of time taken to resolve requests of type or priority.
SLA met vs breached - Compares the number of requests that have met or breached an service level agreement (SLA) goal.
Incidents by priority - Compares the priority of incidents your customers have reported (for IT service desks only).
SLA success rate - How your team is tracking towards their SLA goals.
Service requests - The types of service requests by your service desk.
Problems by priority - Compares the priority of incidents your customers have reported (for IT service desks only).
Change by type - This report is a change management report. It records the standard, normal and emergency changes.
Time to approve normal change - This is a change management report. It shows the time for a change to go through, for example, an approval.
Was this helpful?