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 management 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.

If you hover the graph series line, it indicates the average time to first response for all issues for each day.

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 Management cloud instance where the app is installed.

  • The project and the queue where the requests are.

  • 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

We are working on our growing catalog of Gadgets: KPIs and Metrics and Dashboard Integrations: Datasources, 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