First Time Fix rate for Service desk reporting

[Karyn Tooke]

Hi,

I've found a few articles about the number of comments on a ticket (eg How can I filter issues by comment count? & How to count the number of comments in jira) as a means to understand how effective my agents are at a 'one comment & done' approach to managing service requests.

I'd really prefer to not have to install yet another app just to get the most basic of reporting out of Jira, is this possible without needing to use add-ons or statuses in workflows? Thanks!

[Petter Gonçalves]

Hello Karyn,

We agree with you that the ability to display/filter the number of comments on the issues is a basic functionality, that's why we have implemented the toolkit plugin functionalities in JIRA Cloud already and set the plugin as a free option for JIRA Server.

If you are using JIRA Cloud, you can navigate to JIRA Settings > Issues > Custom fields and create the Number of Comments custom field. Then, add the field to your project screens to get how any comments you have on each issue.

If you are on JIRA Server, install the Toolkit Plugin for Jira for free and perform the same steps to add the Number of Comments custom field.

Let me know if this information helps.