track trending issues reported to drive improvements

[Ann Marie Kjerland]

We've been using the help desk for over a year now and I'd like to look at the tickets submitted to help determine what areas of our product are most problematic or higher risk areas.  Any suggestion on ways to generate reports that would show that info - Using that data could use to help us improve our testing or dev in those areas.  Thanks 

[Michael Kuhl {Appfire}]

Hi @Ann Marie Kjerland - How you make the report will depend on how you differentiate tickets.  If - for example - you use Components or a custom field to associate the ticket with one or more product areas then you can start with creating a pie chart and issue statistics dashboard gadgets that show the breakdown by the values of the field you use for product areas. 

You could also create a Jira Service Desk Custom report for this, but it is more about trends over time rather than metric snapshots.