ITSM Archives

Jan 02,2024

Track Jira Ticket Creation: Service Desk Request Channel Reports

No matter how a customer submits a request to service desk agents, a common problem persists – the lack of clear information about where the ticket originated. Although this information appears in individual tickets, it isn't presented as a field, making it inaccessible in queues or issue navigators. This is…

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Dec 05,2023

Top 5 critical service desk metrics to measure team performance

If you’re not measuring service desk metrics and statistics, this article will explain why you should start. Keep reading to discover how to create service desk reports and what service desk KPI you should keep in mind to boost your team’s performance and gain valuable insights on process productivity.

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Nov 10,2023

Why do we need service desk reports?

How many times have you heard that data is powerful? Because it is. So why not use information that we already have in the service desk and use them to streamline ITSM decisions, boost customer support experience and keep an eye on agents’ performance.

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Nov 10,2023

Holiday mode-on: Manage days off with Jira Service Desk as Appsvio

We don’t want different tools for every field in the company. One comprehensive tool for bug reporting, customer support, and even HR management is possible. Handling multiple ecosystems is labor-intensive but also expensive. You can stick to the Atlassian ecosystem stack and have one source of truth. We did it.…

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Dec 05,2020

Additional information on the requests in Jira Service Management

Customers who raise requests through Jira Service Management often want more than just a status update. They want context: who is handling their request, what related work is being done, and whether anything is blocking progress. Out of the box, Jira provides limited details on the customer portal. This can create confusion,…

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