Time to First Response

Owned by Gorka Puente
Last updated: Nov 14, 2022 by Irene Rosell (Unlicensed)
2 min read
1 Overview | 2 Configuration | 3 Integrations | 4 Dashboards | 5 See also

Overview

The time to first response is probably the most important metric for customers, because they acknowledge that their request is being taken 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 (or any other priority you decide to include).

In contrast to Jira Service Management reports, this gadget is multi-project, so you can report across your whole portfolio of projects

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

You can also customize the color of the line segments for both, the line representing the issues with the selected priorities and the line for all the issues.

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 projects and the queues where the requests are.

  • The priorities of the issues you want to differentiate from the rest of the issues.

  • The color for the “All Issues” line and for the selected priorities line.

  • 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 https://roninpixels.atlassian.net/wiki/spaces/RDD/pages/33345 and https://roninpixels.atlassian.net/wiki/spaces/RDD/pages/87457873, but contact us you want us to expedite a specific one, visit our Help Center.

Dashboards

This gadget appears in the following dashboard: https://roninpixels.atlassian.net/wiki/spaces/RDD/pages/85753994.

See also