サービスデスク レポートを設定する

Reports allow teams to look at trends in their project such as showing the amount and types of requests received, and how they're resolved. We recommend that all teams use reports, especially those who use SLAs. Read more about reporting on SLAs.

To view or create reports, go to Reports from your service desk project's sidebar. 

You must be a project administrator to create or edit reports.


Compare requests created vs resolved

The most common way to measure a service team's health is by comparing how many requests come in with how many your team can resolve.

Resolution trends like this can answer questions like:

  • Was this week's multitude of requests a one-time occurrence or the start of a trend?
  • Do we support a service that causes more issues than it's worth?
  • サービスデスクがビジネスと共に拡大しているか、またはスタッフを増やす必要があるか。

We include this report by default because it's the quickest way to check the health of your service desk. You can find the other default reports in the Reports sidebar.

To compare requests created vs resolved:

  1. From your service desk project, go to Reports.
  2. Select the Created vs Resolved report in the sidebar.

デフォルト レポートの表示 

Here are the reports we include by default:

レポート名

詳細説明

作業負荷 The number of requests assigned to your agents
SLA 目標 設定した各 SLA 目標に対する、チームのトラッキング状況
満足度 チームに対する平均顧客満足度
防止されたリクエスト カスタマーがポータルでナレッジ ベース記事を閲覧し、役に立ったと評価した回数
解決されたリクエスト ナレッジ ベースの記事を使用しておよび使用せずに解決されたリクエストの数
Created vs resolved 作成済みリクエストの数と解決済みリクエストの数の経時的な比較
Time to resolution リクエストの種類や優先度ごとに、解決するのに要した時間を比較します。
SLA達成 vs 不履行 SLA 目標を達成したリクエスト数と、不履行に終わったリクエスト数を比較します。
コンポーネント別の解決状況 コンポーネントの解決時間を比較します (基本的なサービス デスクのみ)。
優先度別のインシデント レポート カスタマーが報告したインシデントの優先度を比較します (IT サービス デスクのみ)。

Besides the above, you can dig deeper. Why does your performance look like this? Create custom reports for your service desk and explore this question.

カスタム レポートの作成

You're also able to create custom reports to find out more about why your performance is the way it is. 

Series are a set of data points used to make reports. For example, a series could be the number of requests received on day 1, 2, 3 and so on for the past week. This would compare the difference in the number of requests received on each day of the week. While they can point out trends on their own, they're more powerful when plotted together.

カスタム レポートを作成する方法

  1. From your service desk project, go to Reports.
  2. Click New report.
  3. Choose a report name that you and your team will understand. For example, High priority issues would be a report that shows data on prioritized issues.
  4. Click Add a series.
  5. Fill in the following details: SeriesLabelColor, and, optionally a filter.
  6. Click Add.
  7. Add more series to more compare values.
  8. 作成をクリックします。

Check out recommended reports to explore how reports benefit your business. See examples of what series and their associated JQL filters may be useful to you. Read more about JQL.

Create a report to see customer satisfaction

One of the best measures of performance is your customers' happiness. Jira Service Desk comes with reports on customer satisfaction, but a custom report can help you find more trends. First, be sure to collect customer satisfaction information on your requests. Learn how to enable customer satisfaction feedback.

Use the average rating customer satisfaction series to see how your team performs. For example, you can use issue types to investigate sections of your business.

To create a report to see if your customers are satisfied:

  1. From your service desk project, go to Reports.
  2. Click New report.
  3. Enter "Customer satisfaction" as the Name.
  4. Add the following series:
    • 系列 = 平均評価
    • ラベル = バグ
    • フィルタ(詳細) = 課題タイプ = "バグ"


    • 系列 = 平均評価
    • ラベル = フィードバック
    • フィルタ(詳細) = 課題タイプ = "フィードバック"


    • 系列 = 平均評価
    • ラベル = サポート
    • フィルタ(詳細) = 課題タイプ = "サポート"


    • 系列 = 平均評価
    • ラベル = 新機能
    • フィルタ(詳細) = 課題タイプ = "新機能" 
  5. 作成をクリックします。

興味深い結果が得られたかと思います。たとえば、機能のリクエストへの応答によって、顧客が満足している場合があります。ですが、請求についてリクエストが起票されると顧客は幸福ではなくなります。レポート内のデータ点を選択します。「支払い」または「クレジット カード」などの単語を特徴とするリクエストが見つかる可能性があります。 

これらのような詳細は、顧客の弱点を明らかにすることができます。おそらく、ビジネスでは、簡単な形の請求が求められます。製品またはサービスのコストがいくらなのか、またはどのクレジット カードが使えるかについて、明確にすることができます。

Create a report to track requests created per channel

You may consider monitoring how your customers submit requests. 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.

To create a report to track requests created per channel:

  1. From your service desk project, go to Reports.
  2. Click New report.
  3. Enter "Requests created per channel" as the Name.
  4. Add the following series:
    1. To track the number of requests sent by portal and email:
      • 系列 = 作成元
      • ラベル = メール
      • フィルタ(詳細) = リクエスト チャネル タイプ = メール

      • 系列 = 作成元

      • ラベル = ポータル

      • フィルタ(詳細) = リクエスト チャネル タイプ = ポータル

    2. To track portal requests sent by agents on behalf of customers
      • 系列 = 作成元
      • ラベル = ポータル
      • Filter by (advanced) = request-channel-type = portal AND reporter in membersOf("jira-sevicedesk-users")
        You can substitute 'jira-servicedesk-users' with any group that your agents are members of.
    3. To track portal requests sent by customers only:
      • 系列 = 作成元
      • ラベル = ポータル
      • Filter by (advanced) = request-channel-type = portal AND reporter not in membersOf("jira-sevicedesk-users")
        You can substitute 'jira-servicedesk-users' with any group that your agents are members of.
    4. To track portal requests by customers only:
      • 系列 = 作成元
      • ラベル = ポータル

      • Filter by (advanced) = request-channel-type = portal AND reporter not in membersOf("jira-sevicedesk-users")
        You can substitute 'jira-servicedesk-users' with any group that your agents are members of.

    5. エージェントがプロジェクトで作成した課題を追跡するには、次のクエリを使用します。
      • 系列 = 作成元
      • Label = Agent created issue
      • フィルタ(詳細) = リクエスト チャネル タイプ = JIRA

  5. 作成をクリックします。

How your customers request help might surprise you. You might find that your agents raise more and more requests on your customers' behalf. If so, you can find ways to direct customers to your portal or email channels. That way your agents have more time to resolve issues, rather than raise them.

Create a report to see your average resolution time by issue type

Jira Service Desk tracks requests by time. The time it takes your team to resolve a type of issue can show trends in your teams' efficiency. 

To create a report to see your average resolution by issue type:

  1. From your service desk project, go to Reports.
  2. Click New report.
  3. Enter "Resolution by issue type" as the Name.
  4. Add the following series:
    • 系列 = 解決時間(平均)
    • ラベル = 一般的なリクエスト
    • Filter by (advanced) =  "Customer Request Type" = "General requests"

    • 系列 = 解決時間(平均)
    • ラベル = IT ヘルプ
    • Filter by (advanced) = "Customer Request Type" = "IT help"

    • 系列 = 解決時間(平均)
    • ラベル = 承認によるリクエスト
    • Filter by (advanced) = "Customer Request Type" = "Request with approval"
  5. 作成をクリックします。

You may find that IT help requests take more of your teams' time than general requests. Take into account how many  IT help requests come through your service desk. With this info, you can better divide your agents—and their time—to make your customers happier.

Create a report to discover regional trends

複数の地域でサービスを提供している場合、地域のパフォーマンスを表示することで、ノイズをカットすることができます。まず、リクエストにラベルを追加して分類し、それらを地域ごとに並び替えます。

For example, suppose your business operates in New York and Rio de Janeiro. Your service desk agents add a location label to requests from each region. 

To create a report to see how many requests come from each location:

  1. From your service desk project, go to Reports.
  2. Click New report.
  3. Enter "Requests by region" as the Name.
  4. Add the following series:
    • 系列 = 作成元
    • ラベル = ニューヨーク
    • フィルタ(詳細) = ラベル = ny

    • 系列 = 作成元
    • Label = Rio
    • フィルタ(詳細) = ラベル = rio

  5. 作成をクリックします。

If you see an increasing trend in one location, you may decide to shuffle around resources. Maybe you've opened a new location without a dedicated service desk team member, and the new location finds it difficult to ramp up operations. Perhaps you need to send someone to provide training. Or, maybe there's a language barrier with your knowledge base. You may consider providing support articles in more than one language.

You might see the opposite—a decline in requests coming from one location. Are people abandoning your service desk? Do you need to make it clear that the service desk operates for all locations?

ダッシュボードにレポートを追加する

Keep up with many reports at once by adding them to your dashboard. If you work in many service desk projects, this allows you to view them all in one place.

To add reports to your dashboard, use the Service Desk Report gadget. Learn more about gadgets.

最終更新日 2019 年 3 月 27 日

この内容はお役に立ちましたか?

はい
いいえ
この記事についてのフィードバックを送信する
Powered by Confluence and Scroll Viewport.