Dariusz Jaroń
•Jul 6, 2026
Data silos between Sales and Support cost businesses valuable time. What does this gap mean for your workflows, and how can you fix it? Here's a solution you can try.
ITSM Reports
Track service performance & build custom ITSM reports for agent’s efficiency in Jira
Features
Essential Reporting Features for ITSM
Create custom Service Desk Reports with charts and Jira Gadgets. Instantly get the CSAT and SLA metrics you need onto your Jira Dashboards without complex setup
Customer & Agent Performance
Track service quality using the Assignee Average CSAT report. Monitor customer satisfaction and analyze agent performance to streamline training.
SLA Workflow & Compliance
Gain compliance oversight with the SLA – % Met report. Use these essential Service Desk Reports to eliminate bottlenecks and ensure agreements are met.
Demand & Resource Analysis
Understand operational demand by analyzing Request Distribution and Request Channel Type. Optimize agent allocation and resource planning efficiently.
Asset Structure Reports
Visualize the distribution and structure of your assets. Link service requests directly to infrastructure data to gain critical ITSM context and strategic reporting.
Benefits
Why Teams Trust Our ITSM Reporting
Drive Strategic Business Decisions
Surface unique service desk data that links support activity to business outcomes, guiding your strategic planning.
Seamless Native Jira Dashboards
Analyze clear charts and diagrams directly within your native Jira Dashboards. No extra configuration or complex tools are required.
Boost Agent Performance with CSAT
Use direct agent scoring metrics to improve customer support. Data-driven insights lead to better team results and higher CSAT scores.
Gain Cross-Project Visibility
Access deeper insights on team and service performance, even when managing support across dozens of Jira Service Management projects.
Save Time on ITSM Reports
Achieve time efficiency with metrics that are already analyzed and ready-to-present. Skip the manual work and deliver ITSM Reports instantly.
Eliminate Workflow Bottlenecks
Identify and remove workflow issues and pain points in your service process. Use compliance data to improve process efficiency across the board.
Pricing
Simple Pricing for Your Team
Free
$0 / mo
(for up to 10 users)$0 / yr.
(for up to 10 users)- Assignee - Average CSAT Report
- SLA - % Met Report
- Request Distribution Report
- Request Channel Type Report
- Organization Size Report
- Customer Support (Basic)
Standard
$125 / mo
(Example for 100 users)$1250 / yr.
(Example for 100 users)- Assignee - Average CSAT Report
- SLA - % Met Report
- Request Distribution Report
- Request Channel Type Report
- Organization Size Report
- Customer Support (Basic)
Advanced
$150 / mo
(Example for 100 users)$1500 / yr.
(Example for 100 users)- Assignee - Average CSAT Report
- SLA - % Met Report
- Request Distribution Report
- Request Channel Type Report
- Organization Size Report
- Assets Structure Report
- Customer Support (Premium)
Assignee - Average CSAT Report
SLA - % Met Report
Request Distribution Report
Request Channel Type Report
Organization Size Report
Assets Structure Report
Support
Customer Support
Basic
Basic
Premium
Talk to experts
Book a call with us and see our award-winning solutions for IT service management and test management in action.
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FAQs
Get quick answers on how to measure and master your JSM service performance
The ITSM Reports app is the essential Jira Service Management tool that transforms raw service data into clear information. It provides customized Service Desk Reports and flexible Jira Gadgets to help you measure key metrics like CSAT, SLA compliance, agent efficiency and service demand.
The Request Distribution gadget is crucial for optimizing agent staffing. It displays precisely when tickets are created throughout the day, allowing you to identify peak demand hours and allocate your agents efficiently to match the incoming service volume.
This is a core function. You can create detailed Service Desk Reports focused specifically on SLA compliance, easily tracking percentage met, and identifying service bottlenecks across all your service projects.
Yes. You can build custom Jira Gadgets to display key metrics like CSAT scores, response times, and agent performance. Add these Jira Gadgets to any Jira Dashboards for real-time visibility and management oversight.
Yes. The app is designed to link service data to business context. You can run reports that analyze ticket distribution based on Organization Size and track infrastructure usage via Assets Structure reports.
It's very easy. Since the reports are native Jira Gadgets, you can share entire Jira Dashboards with stakeholders, ensuring they always see the latest metrics without needing separate PDF exports or external tools.
Absolutely. The app provides full customization over charts and graphs. You can select the metrics, grouping, and display types needed to create tailored ITSM Reports that align perfectly with your organization's unique service strategy.
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