If you’re a support team working in Jira Service Management (JSM), there are 3 things you need to know:

1. what customers are asking for
2. whether your agents are keeping on top of what they’re asking for
3. whether customers are happy with the resolutions you’re giving them

Knowing these 3 things tells you how good your customer satisfaction is, and in order to make sure you’re achieving good customer satisfaction, you need to be regularly looking at reports. In Jira, the best and easiest way of doing this is by using dashboards. On a single Jira dashboard, users can pull data from multiple projects and boards and display the information as graphs and charts. This gives teams and stakeholders a much broader picture of what’s going on than if you use the individual project reports.

This article will help you create an informative and engaging Jira dashboard for JSM teams to stay on top of customer satisfaction levels.

Jira’s Service Project Report Gadget

There are two types of reports in Jira: project reports and gadgets. Gadgets are the reports that you add to a Jira dashboard. However, for this dashboard, the first thing you’re going to do is produce some project reports. Namely, Service Level Agreement (SLA) reports.

Most project reports can only appear on a dashboard if there’s a gadget version of it. SLA reports don’t have gadget versions per se, however, there is an absolutely fabulous gadget that lets you pull a whole bunch of SLA reports onto your dashboard after you’ve made them. It’s called the Service Project Report gadget.

So, start by generating the SLA reports that will show whether you are meeting the expectations set out in your SLAs, such as SLA Met vs Breached (which compares the number of requests that have met or breached an SLA goal) and SLA Success Rate (which shows how your team is tracking toward their SLA goals). You can also create your own SLA reports in the JSM Custom Reports tab. Then, add the Service Project Report gadget to your dashboard and pull in each of those reports so that they appear as separate gadgets.

Custom Charts for Jira’s Customer Satisfaction Report

The most obvious report to stick on a dashboard measuring customer satisfaction is, er, a report measuring customer satisfaction.