What are default reports?

Jira Service Desk Cloud provides default reports that can be used to measure common service desk functions. These reports can’t be changed, but provide valuable information for easily checking how your team are meeting their service level agreements (SLAs).

The following default reports are provided by your service desk:

  • Workload - Lists the number of requests assigned to your agents

  • Satisfaction - Lists the average customer satisfaction rating for your team

  • Requests deflected - Lists the number of times your customers viewed knowledge base articles in the portal and found them helpful

  • Requests resolved - Lists the number of requests resolved with and without knowledge base articles

Service desk reports can be viewed by selecting Reports in your service desk project.

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