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.
Unfortunately, the Customer Satisfaction (CSAT) report that comes with native Jira is a project report only. It doesn’t come in gadget form, so you can’t display it on a dashboard (and no, it can’t be pulled over with the Service Project Report gadget either, in case you’re wondering).
So, in order to get a CSAT report onto your dashboard, you need the Jira reporting add-on Custom Charts for Jira from Old Street Solutions, which enables you to do custom reporting directly inside a Jira dashboard. It offers many more chart types than you get with out-of-the-box Jira, the interface is easy to use, and it allows you to create multiple charts using just one gadget.
Once you’ve downloaded Custom Charts for Jira from the Atlassian Marketplace, you’ll be able to add the Custom Charts gadget to your dashboard. Next, create a CSAT chart by calculating the Satisfaction field.
The other problem with the native CSAT report is that it comes in a simple table format which only allows you to filter by dates that the rating was received to view a list and average of the results for a single project. But with Custom Charts, you can generate all kinds of charts to visualize this data, spanning multiple projects, and you can filter down further based on assignee or any other custom field. You’re far more likely to engage people quickly if you use a chart, and the best charts are the ones that are customized to show your team members exactly what you need them to see.
Custom Charts for Jira’s Created vs Resolved Chart
You want to know whether you’re keeping up with the issues that are coming in, because if you’re not, it’s likely to have a knock-on effect on your customer satisfaction and SLAs. So the next thing you should add to your dashboard is a Created vs Resolved Issues chart.
Now, there is a native Created vs Resolved gadget, however, you can’t really do much with it. It’ll get the basic job done but if you want to, for example, customize colors, add labels and descriptions, or filter the data using Jira Query Language, you’ll need Custom Charts for Jira.
Simply swap out the native Created vs Resolved gadget for a Custom Charts version and you’ll be able to give your team a more engaging, more focused view of how well everybody’s keeping up with the work.
Custom Charts for Jira’s Workload Report
The Workload Pie Chart helps you understand how the work among your service desk agents is distributed, so that you can provide support to those who may have too much on their plate. This is another native gadget that can be swapped out for a Custom Charts version if you so wish. If you’ve already added Custom Charts in order to get CSAT information on your dashboard, you might as well. While the native version is fine if you’re happy reporting on the data in a fairly raw state, the Custom Charts version lets you show/hide specific assignees, chart by original/remaining estimates or time spent, and customize colors.
Custom Charts for Jira’s Organizations Funnel Chart
Finally, there’s actually no way of charting by Organization natively on a Jira dashboard, so if you want to see where requests are coming from across your customer base, you’ll need to produce a Custom Charts for Jira Organizations chart. A funnel chart is ideal here, but if you prefer you can choose a different kind of chart to see the data in another format.
An Organizations chart can also be used to drill into the issues and identify trends. For example, it would be useful to know if one organization submits lots of feature requests while another submits lots of bugs. This information can be used to spark conversations about whether customers are happy, and ensure that you can make them so with future work.
Conclusion
Every year good customer satisfaction becomes more important to a company’s survival. Why? Because every year customers are spoiled by new technologies and their expectations get higher. A Jira dashboard combining the native Service Project Report gadget with the aforementioned charts generated using Custom Charts for Jira is the best way for a JSM team to keep up with these ever-increasing expectations.
After all, we’re also mighty fickle these days. If we don’t get a good service, we’ll go elsewhere. Stronger reporting in Jira is the best tool you have to stop that from happening.
