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Image RemovedTIME TO FIRST RESPONSEImage Added SERVICE DESK QUEUE Display the average time to first response for all requests in a period of time

Overview

The time to first response is probably the most important metric for customers, because they acknowledge that their request is taking care of. Thus, service desk teams need a mechanism to easily highlight whether they are meeting their organizations' service level agreements (SLAs), so they can act before any breach happens.

This gadget displays the average time to first response for all requests in a period of time. It involves all requests types in your service desk, and highlights the average time for all issues, and also for issues of the highest priority.

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Overview

Queues are where the service desk team will spend most of their time, where the requests are triaged and prioritized. Queues also provide key information on issues, like the summary, status, customer, and very important, times. Times (spent, to first response, etc.) make us keep the focus, so SLAs are not breached.

This gadget displays a specific queue with the important information for each request. Visualizing a queue helps to align your team’s goals and acts as a to do list.

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Configuration

Name your gadget meaningfully, so everyone knows at a glance what it is about and when to use it. Fill out the rest of the fields as applicable, namely:

• The datasource, where Current indicates the Jira Service Desk cloud Management instance where the app is installed.

• Data based on either

  • TheJQL (Jira Query Language) query or filter to filter the list of issues (see the JQL documentation). For example, to list all the issues of the project Teams in Space use the clause project = "TIS”. Remember that the gadget returns dynamically the query results, which are not fixed and could change over time.

  • Or the project and queue where the

  requests are

  • data comes from, remember that SLAs can be found in Service Desk projects.

• The period of time you want to display in the time series of the graph.

• Finally, indicate if you want to use the current settings for all the compatible gadgets in the dashboard. This option eases the pain of configuring one by one the rest of the gadgets with the same default configuration

Integrations

• (see Jira Service Desk cloud

We are working on our growing catalog of Dashboard Gadgets: KPIs and Metrics and Dashboard Integrations: DatasourcesSupported Products, but contact us you want us to expedite a specific one, visit our Help Center.

Dashboards

This gadget appears in the following dashboard: IT Service Management Team template (see IT Service Management Team dashboard).

See also