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Customer Support KPI

Viktoria Kvindt • 29. April 2021

SLA, First Response Time and Created vs. Resolved are important key metrics (KPIs) in customer support teams. We explain how you can calculate some of them and what is important to know about KPIs.

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Report Builder: Version 3.1.16 Release Notes (Cloud/Server/DC)

Viktoria Kvindt • 28. April 2021

The newest update for our app Report Builder contains multiple new and useful features for different report types, for example new aggregation options and additional options for custom fields.

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ITSM Key Metrics: custom Jira Scripts with Report Builder | part 6

Viktoria Kvindt • 8. April 2021

Get to know our 6th Report Builder report called "Service Management: Key metrics". It quickly and simply displays two key metrics, namely Tickets created in last 30 days and median first reply time

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Jira Key metrics for activity: custom Jira Scripts with Report Builder | part 5

Viktoria Kvindt • 1. April 2021

Our 5th Report Builder report is helping you to gain insight into important key metrics for your suppor team. It showcases the changes in percentages, comparing the last 7 and 30 days.

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Jira Lead Time: custom Jira Scripts with Report Builder | part 4

Viktoria Kvindt • 25. November 2020

Use our "Lead Time" Report to calculate how long it takes for work items to flow through your pipeline - from creating until completion. Get an overview over Lead Times for a specific period of time.

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Jira created vs resolved: custom Jira Scripts with Report Builder | part 3

Viktoria Kvindt • 24. November 2020

Managing big project teams means staying on top of workload and resources. The graphs in our customizable report "Created vs. Resolved" present you the relation between your created and resolved Jira tickets over a given period of time.

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Jira First Response Time: custom Jira Scripts with Report Builder | part 2

Viktoria Kvindt • 20. November 2020

Crucial for your success and customer satisfaction is your quick reaction to problems. Track with our customizable "First Response Time" report how quick your customer support teams are working and find out what can be optimized.

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Jira custom reports: custom Jira Scripts with Report Builder | part 1

Viktoria Kvindt • 27. October 2020

Report Builder: What it is & what it does – All organizations have some reporting needs. With different reports you can improve project management, team performance, forecasting and progress tracking based on real-time, visual data. Read our quick start guide for customized report creation.

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