Overview
Welcome to JSM Metrics+
JSM Metrics+ is an analytics-driven dashboard reporting suite designed to enhance visibility into service operations within Jira Service Management. It empowers support teams, project leads, and managers to monitor performance, track trends, and make data-driven decisions without requiring any administrative permissions.
Each gadget delivers focused insights into key operational areas, allowing teams to optimize workload, customer experience, SLA performance, and service efficiency directly from Jira dashboards.
Key Features:
✅ Assignee-based workload and performance tracking
✅ Customer satisfaction and feedback reporting
✅ Organization-level issue analytics
✅ Channel-based request distribution insights
✅ Hourly ticket creation volume analysis
✅ SLA compliance monitoring and breach tracking
✅ Multiple view modes (table, bar chart, pie chart)
✅ Lightweight, responsive UI that works across dashboards
✅ No additional configuration beyond gadget setup
✅ Secure access aligned with Jira permissions
Available Gadgets
Assignee Workload Summary
Provides a breakdown of issues assigned to each team member to help identify workload distribution and balance assignments efficiently.
CSAT Ratio by Assignee
Displays customer satisfaction responses collected for each agent, enabling service quality tracking and performance comparison across team members.
Organization Issue Analytics
Shows the number of issues submitted by each customer organization, helping teams understand client activity levels and prioritize support efforts.
Channel Request Distribution
Tracks issues created across different communication channels such as Portal, Email, API, and Chat, allowing teams to evaluate customer behavior and channel usage.
Hourly Issue Trend
Visualizes issue creation activity by hour, making it easier to identify peak workload times and plan staffing or coverage accordingly.
SLA Compliance Overview
Summarizes SLA met vs. breached issues to help teams monitor compliance, detect patterns affecting performance, and improve response times.
Agent Performance Overview
Shows a detailed summary of agent efficiency with key operational metrics, including:
Total tickets handled
Average resolution time
Tickets solved trend per day or week
Support leads and managers frequently monitor these KPIs to track productivity and improve team performance.
Ticket Aging Buckets Report
Breaks down unresolved issues into aging brackets:
0–24 hours
1–3 days
3–7 days
7–14 days
14+ days
Clear visibility into backlog health makes it easier to take timely action and avoid SLA breaches. This is considered one of the top 5 essential reports in Jira Service Management.
Reopened Issues Report
Identifies issues that were resolved but later reopened and groups them by assignee or team.
A key indicator of support quality — high reopen counts often reflect incomplete fixes or poor communication. Helps teams reduce repeat work and improve customer satisfaction.
How JSM Metrics+ Benefits You
Enables Jira administrators, project admins, and support agents to analyze service performance without requiring project configuration access.
Provides granular insights into operational efficiency and customer experience.
Improves visibility for reporting, planning, staffing, and decision-making.
Reduces reliance on external tools or manual reporting.
Supports continuous improvement through real-time analytics.
Getting Started
Refer to the installation and configuration steps in the documentation for guidance. Once added to a dashboard, each gadget can be configured using simple parameters such as project, date range, or filters.
For Assistance
If you need support, consult the documentation or contact our team at: