Report about customers

[Emmanuel F-D]

Hi

I would like to know if there is a way to do or to generate a report in Jira to calculate the time of answer of the customer when someone on my team has made the first comment/
replied to the ticket.

Is there something we can do have the waiting time for the client to respond to the ticket, maybe the "Waiting for customers" status can help me to have some data for the report.

Thanks

[Fabian Lim]

Hi @Emmanuel F-D

Take a look at this video tutorial which uses jira automation to calculate times between status changes: https://youtu.be/S2ary5YG-7w

So in your case you will trigger when the issue is created and it will stop the count when the agent transitions to waiting for customer.

Regards

[Emmanuel F-D]

@Fabian Lim Thanks for the video

What I'm referencing is the time duration that the status stay in "Waiting for customers" until the client respond to the ticket.

I want to know how long it takes for the customer to respond on average.

[Fabian Lim]

In that case, you will have to get a reporting plugin such as eazybi, time to sla. Look in the marketplace for various options. 

In our environment we use eazybi: https://docs.eazybi.com/eazybi/learn-more/learn-eazybi-through-sample-reports/samples-jira-issues/average-time-in-status-cycle-time

Regards