Is there any way to track how often an Assignee is commenting on ticket in JSM?

[Amy Chamberlain]

Hi friends! My team and I are trying to track our SLAs, which includes communication with this business. I imagine this must be a common problem for anyone dealing in customer service - how frequently are we responding or providing updates in open tickets?

We are operating out of a Jira Service Management portal with automated assignments, and need to figure out how to monitor commenting activity for Assignees *specifically*. How often is the person responsible for completing the work updating or communicating with the customer (Reporter)?

Thanks in advance for your thoughts n feedback!

[Amay Purohit_RVS]

Hi @Amy Chamberlain 

You can use the Jira Rest API's to pull the issue history.

Or if you are open for a mktplace app, you can try out our add-on for better reporting capabilities and viewing multiple issues history at once, 

Issue History Reports

You can view the complete change log for your filtered issues. The app has a "Who" column to show who commented on the issue.

Disclaimer : I am part of the team which developed this app