Live demo
Service desk performance report
The kind of reporting I build on top of Jira Service Management: SLAs, volume, workload, and every ticket one click away. It runs on six months of made-up tickets for a fictional company, so feel free to click around.
1. Filter
Use the Priority, Request Type, and Organization dropdowns.
2. Click a bar
Bars cross-filter the whole report. Try New Hire Onboarding.
3. Drill through
Click an agent in the table to see their tickets.
How it’s built
Ticket data comes out of Jira Service Management, gets cleaned and modeled once, and feeds a report that refreshes on its own. The numbers that matter, like SLA attainment, backlog, and workload, are defined in one place, so every chart agrees with every other chart.
This version runs in a web page so anyone can try it. I build the same report in Power BI too, and I’m happy to walk through either one.
Want this for your service desk?
Tell me what you’re working with. A few sentences is plenty.