See reports based on agent created issues

[Malin]

Our IT Helpdesk team are using the Help Center  portal to raise requests on behalf of customers. Our team raise several requests this way every day as customers are calling IT Helpdesk 

We want to see statistics of this - How many requests was made by agent vs customer 

How can I create a report in JSD based on this? 

[Peter Jennings]

Hi Malin,

I've been looking to do the same as you, and have managed to put together a workaround which seems to work (although it's not very elegant).

In the workflows, I added in a Post Function in the creation stage which basically copies the value from the creator field to the labels field.

I don't imagine that this would scale very well for larger teams, but it might inspire someone to figure out a more elegant solution.

All the best,
Peter

[Peter Jennings]

Forgot to include that you can then compare the labels with the group memberships in order to split down the results, e.g.:

# Project = HelpDesk AND labels in membersOf(HelpDeskTeamName)
# Project = HelpDesk AND labels not in membersOf(HelpDeskTeamName)

1 would then show you all tickets created on behalf of users by your HD crew, and 2 shows all the ones created by the users themselves.

Hth,

[Olga Videc]

Hello Malin, 

I don't know how you can make reports based on two filters but this is my idea.

Create two reports:

First Agents: filter for issues based on reporters in (your agents) 

Second Customers: filter for issues based on reporters not in (your agents) 

You can export filters in many forms, pdf, csv etc.. so maybe you could use this data via CSV and create desired charts and statistics, or you could export them as pdf's and simply check the data, agents opened this much, the customer's opened this much.

Have you checked the market for charts add-ons?

[Malin]

If I filter on reporters not in (agent group) it does not give me the result I want, as when our agents raise requests on behalf of customers, the reporter will be the customer. 

[Olga Videc]

Okay, I get the problem, how do you distinguish when an agent opens a request on the behalf of the customer?

Do you use some custom filed or label? You need to add some kind of attribute to distinguish those two requests, and based on that attribute you can filter, you can use some custom field.

[Malin]

I understand I can do that, but I tought the system was smart enough itself to distinguish when an agent raises a request on behalf of a customer. 

I would say this is a very basic feature, as we want to see statistics on 
- how many of our customers does actually use the Help Center portal, instead of email/phone 
- How many calls do our IT Helpdesk recieve (so the result of this would be easy to see if JSD would know when any of the agents creates tickets on behalf of customers) 

This is  statistics  that is very important to us, as we are trying to get our customers to mainly use the Help Center portal, as we have used only email for the past years. 

We also want our Helpdesk agents to use the portal when they create tickets, as all fields such as priority, SLA etc will come inn automatically based on request type. Also we have quite a lot of request types that has valuable help text (field text), so our agents always fills out the necessary form when a customer calls. 

[Marcel Nick]

Hi @Malin,

Current solution is limited to using automation for Jira ServiceDesk and feeding various context information to Jira custom fields