New Reports for ITSM

New ITSM reports

VisualScript's new built-in ITSM reports give you better visibility into your Jira Service Desk operations. These reports can provide a complete picture for how your team is performing across all KPIs so you can improve ticket management, workloads, incident management, and more.

You can use them as is or customize them to fit your needs. The new reports include Health Gauge Report, Ticket Activity Report, SLA Report, Time in Status Report, Problem Timeline, and Capacity Flow Report.

Health Gauge

Health Gauge Report

Our new Health Gauge Report lets you put your Jira Service Desk KPIs front and center. These gauges are perfect for a busy service desk with multiple projects that would otherwise rely on manual reporting to evaluate performance. VisualScript lets you quickly see numbers across projects and teams. For example, you can see what percentage of SLAs are met vs breached. The gauges can easily be tailored to what data you want to see, even across multiple projects.

Learn more about SLA Health Gauges.

Ticket Activity Report

Ticket Activity Report

VisualScript's Ticket Activity Report lets you keep track of all your service desk activity in one report in real-time. You'll get metrics by department for volume, escalation and severity, and type of resolution. You'll see all currently open issues, total opened issues, tickets not created by self-service, high priority issues, and more. To generate the report, you'll just enter your projects with start and end dates and the issue types you want to include.

Learn more about Ticket Activity Reports.

SLA Report

SLA Report

Use VisualScript's built-in SLA Report to monitor the performance of your service-based organization. To make sure you meet your customers' expectations, you need to know when action is needed to meet your SLA and be aware when your SLA has been breached. VisualScript's SLA report will give you an overview of all your SLA metrics like average response time, percentage or total SLAs breaches, average resolution time, and more. You will also be able to drill down into how each agent is doing so you can take action if necessary.

Learn more about SLA Reports.

Time in Status Report

Time in Status Report

Get a Time in Status Report in context of your actual workflow and gain situational awareness of your Jira service desk's performance. Our Time in Status Report shows the average length of time a ticket spends in each status, shows the path of ticket status changes, and is color-coded based on specified RAG thresholds. You'll see where issues get stuck longer than they should and spot bottlenecks in real-time and take action.

Learn more about Time in Status Reports.

Problem Timeline

Problem Timeline

VisualScript's Problem Timeline lets you see the relationships between incidents and fixes along a timeline. Retrospectives like this are a crucial component of ITIL. It's important to know the length of time from incident creation to problem resolution. You can use this report to identify what went well and what needs to be improved in the future and help communicate with those affected.

Learn more about Problem Timelines.

Capacity Flow Report

Capacity Flow Report

VisualScript's Capacity Flow Report let's you see how a service desk's workload compares to its capacity. You'll be able to see at a glance how the number of tickets opened compares to your service desk's daily capacity and where the number of tickets opened have exceeded capacity.

Learn more about Capacity Flow Reports.