![]() To create a report to track requests sent by portal and email: Are you getting more requests from email than from your customer portal? You can create a report to see how many requests customers create in each channel. Monitoring how your customers submit requests can give you useful insights. Or perhaps you can be clearer about how much your products or services cost, or which credit cards you accept. Maybe your organization needs an easier to use billing form. If you select a data point in the report you can look for feature words like "payment" or "credit card".ĭetails like these can expose your customers' pain points. For example, your response to feature requests may please your customers, but, they aren't happy when they raise requests about billing. Filter by (advanced) = issuetype = "New feature".Filter by (advanced) = issuetype = "Support".Add the following series, then click Create:.Enter "Customer satisfaction" as the Name.To create a report to see if your customers are satisfied: For example, you can use issue types to investigate sections of your business. Use the average rating customer satisfaction series to see how your team performs. Learn how to enable customer satisfaction feedback. First, be sure to collect customer satisfaction information on your requests. Jira Service Management comes with reports on customer satisfaction, but a custom report can help you find more trends. One of the best measures of performance is your customers' happiness. Read more about Advanced searching through JQL. See examples of what series and their associated JQL filters may be useful to you. Fill in the following details: Series, Label, Color, and, optionally a filter.Ĭheck out the recommended reports below to explore how reports benefit your organization.For example, High priority issues would be a report that shows data on prioritized issues. Choose a report name that you and your team will understand.While they can point out trends on their own, they're more powerful when plotted together. ![]() This would compare the difference in the number of requests received on each day of the week. For example, a series could be the number of requests received on day 1, 2, 3 and so on for the past week. Series are a set of data points used to make reports. Ĭustom reports, where you define the series, help you to find out more about why your performance is the way it is. Why does your performance look like this? Create custom reports for your service desk and explore this question. Learn which articles were shared by agents and which requests were resolved without an article (as well as other useful metadata) by clicking on the number count in the table below the graph.Ĭompares the number of requests created and resolved over timeĬompares the length of time taken to resolve requests of type or priorityĬompares the number of requests that have met or breached an SLA goalĬompares the resolution times for each component (for basic service desks only)Ĭompares the priority of incidents your customers have reported (for IT service desks only)īesides the above, you can dig deeper. The number of requests resolved with and without knowledge base articles Learn which articles solved requests and how many views each got (as well as other useful metadata) by clicking on the number count in the table below the graph. The number of times your customers viewed knowledge base articles in the portal and found them helpful The average customer satisfaction rating for your team How your team is tracking towards each of the SLA goals you have set The number of requests assigned to your agents Here are the reports we include by default: You can also create a CSV report of the dataset by choosing Export CSV in the top right-hand corner.
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