Find out which hours of day are busiest with support tickets in Jira and make better planning for your shift coverage. Create custom support requests report by time of day, by day of week, by week of month etc., using Performance objectives: Charts for Jira app.
This is a common request among users and is also discussed in Atlassian community. If you find out-of-the-box solutions limited or partially satisfying, please read the whole article to explore the visualization and detail level options you can easily achieve with our app.
To create this report, you may use one of the following Performance Objectives gadgets depending on your preferences for the chart type: Performance Objectives, Circular Charts, Heat Map.
Here are the configuration steps using ‘Circular Chart’ gadget.
Step 1: Add ‘Circular Chart’ gadget to your Jira dashboard.
Step 2: Select data source to filter issues – e.g., Created last week, last month, last quarter, this year etc., or select custom dates. Then choose one or more issue types you want to analyze – e.g., incident, support requests, bugs.
Step 3: In the Display settings choose for Level 1: ‘created’ and granularity ‘by hour’.
Step 4: Consolidate data by ‘hour of day’.
Step 5: Optional: switch on ‘Exclude empty’ button.
Step 6: Select the type of Circular chart to visualize data (we are using Donut chart in the configuration as it gives good visibility for the case) and click Apply.
Please watch the recording with the configuration steps below (time to watch 1 min):
Want to see also the busiest days of the week in addition to busy hours? The configuration with Heat Map gadget will be very good for that case:
Step 1: Choose the Heat Map gadget as a first step:
Step 2: Select data source – e.g., last week, last month, last quarter, this year etc., or select custom dates. Then choose one or more issue types you want to analyze – e.g., support, support requests, bugs.
Step 3: the Display Settings section set horizontal by ‘Created by day’ and consolidate by ‘days of week’:
You may also choose to display issues by week of month, week of quarter, quarter of year, etc., depending on your preferences. In the Date Granularity article, you will find all available selection options for ‘Display by’ section.
Step 4: Set vertical by ‘Created by hour’ and consolidate by ‘hour of day’. Click Apply.
Here is the visualization with the above configuration:
Eager to see how your team’s Heat Map will look like? Start your free trial of Performance Objectives app now.
To explore your Jira data to a greater degree, you may use Multi Metric Combined chart gadget and see for example if there is a relation between busiest hours with support tickets in JSM and ‘Time to first response’ breaches. Here is an example of the chart visualization:
To see how Multi Metric Combined Chart gadget works and what features it offers to enhance your Jira reporting, please check the following article: Multiple Metrics.
If you need help with the configuration, please contact our support.