Keep on top of SLAs and customer satisfaction
When it comes to maintaining your company’s brand promise, IT support teams are on the front lines. They have to address requests in a timely manner, deal effectively with incidents and problems, and recognize which customers need the most attention.
Out-of-the-box Jira Service Management (JSM) doesn’t allow for any meaningful analysis of ITSM processes. If you want to deep-dive into everything that’s happening, and find ways of making it better, specialized overviews are needed.
With Report Builder for Jira, you can analyze your JSM data using various ITSM report templates. These templates include reports that aren’t available natively; for example, ticket bouncing and closed vs reopened issues help avoid repeated reassignment of tickets and identify areas where more training is needed. Most importantly, the templates are completely customizable using JavaScript, so you can change them to fit your exact use case. You can also code an ITSM report from scratch within the tool.
You’re ultimately better equipped to make data-driven decisions about how to boost service-level agreement (SLA) compliance and customer satisfaction (CSAT) rates.