Customer satisfaction is at the heart of every successful company. Satisfied customers are loyal, recommend the company to others, and thus contribute to long-term growth. But are your customers really satisfied? What are the best metrics to determine customer satisfaction? And thereby find ways to successful service management?
In our article, we dive into the world of Jira Service Management Reporting and show you how you can take customer satisfaction to a new level with our ITSM reports. Discover the power of data and get valuable basics for optimization decisions that make your customers happy.
IT Service Management (ITSM) includes planning, implementing and managing and IT services in an organization. These services also involve responding to customer inquiries. After all, first-class products are not everything. The service around the products must also be right to ensure customer satisfaction.
Using best ITSM practices and reporting helps you identify potential problems early to improve your service quality.
A service desk (or help desk) is an essential function between your customers (internal users and external clients) and your IT. Here, customers can articulate their issues and questions, which are then answered and solved by the team. The service desk not only receives customer requests, but also classifies, prioritizes, assigns, monitors tickets, and acts as a single point of contact for any inquiry.
One of the most popular ITSM help desk offerings is Jira Service Management (formerly called Jira Service Desk). To help you know how to improve your support, Jira Service Management Reporting is a great way to do this.
Jira Service Management (JSM) is a software solution based on Atlassian’s Jira platform that integrates effortlessly with Jira Software. JSM provides you with all the features you need for efficient incident, request, change, problem, release, and knowledge management . Thanks to a clear ticket system, as you know it from Jira software, support requests are created and can be quickly processed on clear dashboards .
Thanks to reporting in Jira Service Management, you get comprehensive insights into support performance of such a classic functions as service desk, application management, technical management, IT Operations, or any set-ups for DevOps, Chat Ops, and Service Swarming Teams. Tracking key metrics such as handling time or first response time helps you identify bottlenecks and discover optimization potential for your service team, ultimately ensuring high customer satisfaction.
Jira Service Management provides you with a variety of out-of-the-box standard reports to help you gain important information about your service desk and support team performance.
Standard reports in Jira Service Management allow quick reporting to stakeholders. However, they do not cover all KPIs.
Custom reports in JSM are editable, unlike standard reports. You can use them to monitor custom metrics and even create your own custom service management report. This allows you more flexibility to customize your team goals as well as measure your metrics.
The Jira dashboard is not a standalone report in the strict sense. But it is a great way to present existing reports in Jira Service Management. This way, you and your ITSM team can quickly review service process progress and trends, and make data-driven decisions.
By visualizing your ITSM reporting on the Jira Dashboard, SLAs, incident, and process statistics can be viewed and compared at a glance. This is primarily invaluable if you manage multiple support teams and monitor projects.
If you are familiar with Jira Query Language (JQL), you can create custom queries when reporting. JQL also allows you to quickly create complex filters to extract specific data for reporting purposes. In addition to immense time savings in reporting, JQL allows you to benefit from easy data consolidation that provides a holistic view of service management.
If you need inspiration for JQL queries for your service management reporting, here are some examples:
So, if you want to run an efficient and successful Jira Service Management Reporting ensuring customer satisfaction, it is worth using a tool, which offers you the following benefits:
Actonic’s Report Builder is one such tool. The reporting app is quickly and easily available for testing via the Atlassian Marketplace. In addition to agile report types, Report Builder provides you with targeted ITSM reports inspired by the standard reports you already know from Jira Service Management.
Why is it worth using Report Builder’s ITSM reports?
Here is the comparison:
One of the fundamental principles of an effective IT management and is maintaining a balanced In-Out ticket ratio. This entails managing the flow of incoming and outgoing tickets to ensure efficient resolution and customer satisfaction. While this concept is well-known to IT managers, Jira’s out-of-the-box reporting may not provide the desired level of visibility into this crucial metric.
The main purpose of the Created vs. Resolved report is to visualize the balance between incoming (created) and resolved issues within a given time period. By comparing the number of created issues to the number of resolved issues, support teams can gain a better overview of their work progress, efficiency, and workload distribution.
Jira Service Management Data Series report built against Created vs Resolved dates
While it’s important to close support tickets quickly, what if they get reopened because the original resolution wasn’t enough? Our special ITSM report on Closed vs. Reopened issues gives you the tools to track, analyze and improve your service management. This helps you prevent reopened issues and increase customer satisfaction.
In Jira Service Management, there is no report template that gives you such a result. You can try to create a report with report series yourself.
To do this, you need to create a Jira Service Management report for two date series:
You know from your own experience: response does not equal solution. While a quick response time to service tickets plays a critical role in building trust, it alone does not equal resolution of the issue. To determine customer satisfaction, you should distinguish between the First Reply and First Response metrics in IT service management.
To get a standard Jira Service Management reporting for the First Reply, again, you need to create a report yourself.
