We have a need for Reports of all projects related to new tickets and more

[sari_siekkinen]

In order to build / plan / forecast what moves to take to improve support and staff, we need reports. We are using Jira Service Management as ticketing system and so far creating filters and then dashboard has gives us ugly and and not usable view what is happening.

I'm sure there is better way of doing it for sure and there are companies that have the same goal and problem.

Reports that we need are:

• New tickets created per month - view all year
• Average ticket age per month - view all year
• Resolution times per month - view all year

Please help, Copilot cannot further on this.

[Rahul_RVS]

Hi @sari_siekkinen 

Welcome to the community !!

If you would be interested in a mktplace app for this requirement, you can try out

Time in Status Reports 

With this app you generate time in each workflow status for multiple issues with multiple filter and grouping options. You can also extract trends analysis and add that as a dashboard gadget too. 

The app shows Avg Time in Status report. Also the app allows to group your statuses to define your own resolution times.

More details here.

Disclaimer : I am part of the app team for this add-on

[Valeriia_Havrylenko_SaaSJet]

Hi @sari_siekkinen 
Welcome to the Community! 

Also if you are open to try a marketplace solution, Time in Status can be a great solution. Add-on provides detailed time tracking reports that help you analyze support performance. Here’s how you can set up the reports you need:

1. New Tickets Created Per Month – View All Year

• Use Jira’s built-in Created Issues Report to track the number of new tickets each month.

2. Average Ticket Age Per Month – View All Year

• Use the "Average Time Report" in Time in Status to see the average age of tickets.
• You can filter data by month, project, request type, or priority to get a more detailed view.
• This helps identify aging tickets and improve response strategies.

3. Resolution Times Per Month – View All Year

• The "Time to Resolution" report in Time in Status tracks how long it takes to close tickets.

• It can break down data by month, team, or issue type to find bottlenecks in the support process.

• You can export this data to Excel or Google Sheets for deeper analysis.

Add-on developed by my team.

I hope you find this helpful 🚀

[Gizem Gökçe _OBSS_]

Hello @sari_siekkinen ,

Welcome to the community

It sounds like you're looking for a more efficient and insightful way to track key metrics for your Jira Service Management system. Timepiece - Time in Status for Jira can help you easily generate the reports you need with clear and actionable views. Here's how Timepiece can support you:

•  Duration Between Statuses report, which can cover both:

  1. New Tickets Created per Month: You can track when tickets were created and group the results by Created Month. This will give you a monthly breakdown of new tickets created throughout the year.

  2. Average Ticket Age per Month: The same Duration Between Statuses report can also be used to measure the age of tickets by tracking the time from issue creation to today, grouped by Created Month to give you an average view of ticket age over the year.

  

• Resolution Times per Month: The Duration Between Statuses report in Timepiece lets you track how long tickets take to move through specific statuses, such as from "To Do" to "Resolved". If you need you can also group the issues by their Created Month and have the average or sum value of the resolution times per month. 

These reports can be viewed on your reporting page, dashboard gadgets, or directly in the issue view. Timepiece provides both data tables and charts for a more visual, digestible view of the data, and you can export reports in CSV or XLS formats.

Timepiece works with your existing Jira workflows, so there's no need for major changes—just install the app and start generating detailed, actionable reports. Let me know if you need further clarification.

Hope it helps,

Gizem

[Danut M _StonikByte_]

Hi @sari_siekkinen,

Welcome to the Altassian Community.

I'm afraid that this cannot be achieved by using Jira's default gadgets and reports. 

My advice is to search on Atlassian Marketplace for a plugin that is able to offer such reports or gadgets.

If you consider the idea of using a plugin, our Great Gadgets offers some gadgets that could be very useful for addressing your needs.

1. New tickets created per month

This can be easily achieved by using the Pivot Table & Pivot Chart gadget that our app offers. This can be displayed as a table, heat-map table or charts of various types.

3. Average ticket age per month 

Not sure what exactly is the "age" in your context - time since creation? And how do you want to measure this per month?! It does not make too much sense to me...

Our app offers some gadgets that could be helpful: Time in Status gadget, WIP Aging Chart gadget, Cycle Time Trend gadget or Control Chart gadget. 

3. Resolution Time per Month 

This can be achieved by using the Cycle Time Trend gadget that our app offers. A linear or polynomial trend and overall average can be displayed.

 

Find more about these gadgets in this article:  https://community.atlassian.com/forums/App-Central-articles/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369

If you consider these gadgets as a potential solution, feel free to contact us at support@stonikbyte.com with any questions you might have.

Danut.

[sari_siekkinen]

Hey, Danut, This is not suitable as we are using Jira Service Management. Otherwise those would have been what I was looking for.