Service Desk Reports in JSM: How to Create Them

A service desk report turns data your team already has, such as requests, SLAs, and customer ratings, into a chart that shows how the team performs. In Jira Service Management, you can use built-in reports, build your own on a dashboard, or add ready-made reports with an app. Below you’ll find all three options and 3 example reports.

How to Create a Report in Jira Service Management

You have three options:

1. Built-in reports. Each service space has a Reports page with ready reports, such as created vs resolved, time to resolution, and SLA met vs breached. You can also create your own report there, filtering each data series with JQL.
2. Dashboard gadgets. Add gadgets such as Filter Results or Issue Statistics to a Jira dashboard to see data from several spaces in one place.
3. Apps. ITSM Reports adds service desk reports as dashboard gadgets, for example average CSAT per agent, SLA met %, a heat map of incoming requests, request channels, and Assets structure.

3 Examples of Service Desk Reports

Here are 3 reports from ITSM Reports, with what each one shows and how it’s calculated. For more on the metrics themselves, see top service desk metrics to track in Jira.

Average CSAT (Customer Satisfaction Score)

After ticket resolution customers can fill the agents’ evaluation. Monitor those statistics and compare data from different periods and analyze your agent’s performance. Thanks to that you can observe your agents’ scores and allocate them in a more efficient way.

How is it calculated? The average CSAT for each current assignee over a selected period.

Customer happiness is a powerful insight that can lead you to optimizing processes and findings that improve your customer support.

SLA Met Percentage

A queue full of breached SLAs is a problem for every team lead. It takes a clear priorities path and well-organized system to take care of all tickets in exact time.

Don’t wait until your board gets reddish. React when the numbers are heading down and have prepared insights and solutions for your support team. Choose what you need, time to first response, time to resolution, or time to close after resolution, compare data, analyze and draw conclusions that can lead your agents to green light.

How is it calculated? Number of requests with the selected SLA metric met in comparison to all requests from the set period.

Breached SLA’s create chaos. With a service desk report you can assess how the support team is doing. Use information about it and be prepared for incidents. Create a high-velocity team that is highly effective in issue resolving.

Assets Structure

To optimize corporate returns from its asset base, asset structure understanding is essential. The distribution of the entire asset base among the main asset categories, expressed as a percentage or proportion, is displayed by the asset structure. Take the most of it.

Watch assets distribution and monitor their structure. Have constant access to the current asset base and maximize business return with this knowledge.

Use cases:

• Structure of employees by type of employment
• Structure of laptops and devices in the company based on operating system
• Structure by type of software and licenses in the company

How is it calculated? Assets are segmented by object type. You can use AQL to narrow down results.

ITSM Reports also includes request distribution over time (a heat map of incoming requests), request channel reports, and organization reports.

Summary: Why Use Service Desk Reports

Service desk reports show how your team performs, using data you already have in Jira Service Management.

Benefits of Service Desk Reports

• Unique service desk data for supporting decisions making,
• Easy to analyze charts and diagrams in native Jira dashboards, so no extra configurations
• Agents’ scoring that leads to improve customer support and your team results,
• Better insights on your team performance, even in many projects
• Time saving with already analyzed and ready to present data at hand,
• Eliminating bottlenecks and workflow issues
• Constant access to the freshest data
• Data that helps leaders improve team performance

Start with the built-in reports in your service space. When you need reports JSM doesn’t include, or want them on one dashboard for several spaces, ITSM Reports adds them as gadgets.

This article was updated on October 22, 2026.