First Contact Resolution metric

[Pattie Berghof]

I'm new to JIRA Service Desk and need to gather the first contact resolution metric.  This metric measures the number of ticket resolved based on initial information received.  Any follow-up with the reporter between opening and closing communication is a failure. 

Question:  Is there a field that reflects the type of communication sent to the reporter?  With that information I could do a report based on the type and get the information I need.  I'm looking for an automated process since clicking a box reflecting customer contacted is easily missed.

Thanks for any information.