Use reports to improve service request management
5 min
Intermediate
By the end of this lesson, you’ll be able to:
- Identify the most important metrics for service request management
- Use best practices to improve your service request management reporting
Gain insight from default reports
Jira Service Management provides several default reports that help you evaluate your service practices:
- The Workload report shows each agent and how many work items they have in progress.
- The Satisfaction report shows comments and ratings from customer satisfaction survey emails.
- The Requests deflected report lists the number of times your customers viewed knowledge base articles in the portal and how often they found them helpful.
- The Requests resolved report shows the number of requests resolved and deflected.
👉 For example: Nina reviews the Satisfaction report and sees that her customers have given lower ratings this month. She then looks at the Workload report and sees that a few agents have more work items in progress now than they can reasonably manage. Nina can now work on her team’s workload distribution to make sure agents can be more responsive to customers.
Create custom reports and dashboards
In addition to default reports, service project admins can create custom reports and dashboards to examine specific metrics or data in their service project.
Depending on how you configure your service project, you’ll have different data available to examine. We recommend that you consider four key metrics for service request management.
👇Click the tabs below to explore the most relevant metrics for service projects.
Measuring customer satisfaction, or CSAT, helps you better understand your customers and improve their experience.
If you enable customer surveys in your project, when you resolve a request, your customers receive an email asking them to rate (from one to five stars) and comment on their experience. The results of this survey display in the Customer satisfaction report.
Reporting best practices
There are some best practices you can follow that will help you analyze your data, share it with your team, and improve your service practices.
👇 Click the boxes below to explore reporting best practices.
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What is service request management?
- Service request management
- Practice service request management
- Goals of service request management
- Service request management examples
- Atlassian tools for service request management