How do I generate/track Customer Support Metrics?

[Daniel Hill]

Hello,

I am looking to track some support metrics/KPIs, such as First Contact Resolution, First Response Time, Time to Resolution, and CSAT. Is there a guide for how to do this? I am new to setting up things like this. 

Appreciate any help! 

[Ayça Erdem_OBSS_]

Hello @Daniel Hill 

Welcome to the community 

Tracking support KPIs like First Response Time or Time to Resolution in Jira alone can be quite challenging.

However, if you ever need it I can recommend Timepiece  -Time in Status for Jira , the oldest and leading "Time in Status" app in Atlassian Marketplace, which is built by my team at OBSS. It is available for  Cloud, and Data Center.  

Timepiece mainly allows you to see how much time each issue spent on each status or each assignee. In Status Duration Report you can combine the time for multiple statuses to get metrics like Issue Age, Cycle Time, Lead Time, First Resolution Time etc. 

For all numeric report types, you can calculate averages and sums of those durations grouped by the issue fields you select. For example total cycle time per kanban team or average resolution time per sprint, week, month, issuetype, request type, etc. The ability to group by parts of dates (year, month, week, day, hour) or sprints is particularly useful here since it allows you to compare different time periods or see the trend. 

The app calculates its reports using already existing Jira issue histories so when you install the app, you don't need to add anything to your issue workflows and you can get reports on your past issues as well.

Timepiece reports can be accessed through its own reporting page, dashboard gadgets, and issue view screen tabs. All these options can provide both calculated data tables and charts. And the app has a REST API so you can get the reports from Jira UI or via REST. Also you can export the reports in to various formats easily. 

Visit Timepiece  -Time in Status for Jira  to explore how our JIRA add-on can revolutionize your metrics measurement process. 

Hope it helps,

Ayça 

[Valerie Knapp]

Hi @Daniel Hill , welcome to the Atlassian Community and thanks for your question. 

There are some reports available within the project, https://support.atlassian.com/jira-service-management-cloud/docs/discover-new-trends-with-service-project-reports/ .

It's also possible to create filter queries for the JSM tickets and then you can create a dashboard with gadgets for reporting on the project's performance https://support.atlassian.com/jira-cloud-administration/docs/use-dashboard-gadgets/ .

I hope this helps you but if you have more questions, please reply to us here. 

Best wishes

[Bogna Krystian_Deviniti_]

Hi @Daniel Hill 

I've found Atlassian documentation about tracking First Contact Resolution, First Response Time, Time to Resolution, and CSAT. I hope you'll find them helpful:

 Creating SLA  and SLA configuration examples 

 CSAT understanding 

Collecting CSAT 

Customizing CSAT emails in JSM 
Here's a page with page with Autmation templates that you may find also helpful.

In case you're interested in Marketplace add-ons, I'm leaving a link to the apps developed by the company I work for. I think they could be useful in your usecase.

Extension for JSM  provides the ability to display SLA on the view of an individual ticket.
My Requests Extension for JSM allows you to configure the SLA as a column, so then everything is visible in the table.

[Iryna Menzheha_SaaSJet]

Hi @Daniel Hill 👋
Welcome to the Community!

It’s great that you’re looking to track key Customer Support metrics like First Contact Resolution, First Response Time, Time to Resolution, and CSAT — these are essential for monitoring team performance and improving customer satisfaction.

🛠 Native Jira Tools You Can Use:

1. SLAs (Service Level Agreements) – If you’re using Jira Service Management, SLAs are built-in and perfect for tracking things like:

   • First Response Time

   • Time to Resolution

You can set custom SLA goals and track them per request type.

2. Automation Rules – These can help calculate metrics such as First Contact Resolution, by tagging issues resolved in the first response or without reopening.

3. Jira Reports & Dashboards – Use:

   • Time to Resolution reports

   • Created vs. Resolved

   • Custom gadgets for visual KPIs

   • Filters with JQL (e.g., issues resolved within X hours)

4. CSAT – This is available natively via Customer Satisfaction surveys in Jira Service Management. Just enable the setting under Project Settings → Satisfaction settings to automatically send surveys upon issue resolution.

📊 Need more flexibility or historical data?

If you’re looking to go deeper or work outside Jira Service Management, check out the Time Metrics Tracker add-on.

It helps you:

• Track Time to Resolution, Time in Progress, Blocked Time, and other time-based KPIs

• Visualize issue durations across any status transitions

• Build custom time reports for different teams (support, dev, QA)

• Export reports to CSV/Excel for analysis or sharing

• Identify bottlenecks and SLA breaches in workflows
  
  

It works retroactively — so you get insights even for issues created before installation.
Add-on developed by my team.
Let me know if you'd like a sample setup or dashboard layout.
Happy to help! 😊