Deskglance documentation
Deskglance adds a Reports page to the Jira Service Management customer portal. Customers, and the people in the organizations you support, open reports about their own requests: how many they raised and you resolved, SLA met, time to resolution, status, request type and more.
Turn reports on
- Go to Jira settings > Apps > Deskglance (or Project settings > Deskglance as a project admin; you'll only see your own help desk).
- Next to a help desk, select Set up.
- Tick Show reports on this help desk's portal.
- Choose the reports, and up to four SLAs for the SLA report (the first SLA also shows as a tile in the Summary).
- Choose what customers can report on: all requests they can see, requests they raised, and their organizations (every organization on the help desk, or only the ones you pick).
- Select Save. Select Preview to see the reports for the whole help desk or as one organization before your customers do.
Where customers find reports
- Profile menu > Reports on every portal page.
- A Reports link on the portal home page, unless you switch it off for that help desk.
Customers pick the help desk (when several have reports), what to report on, the period (last 30 or 90 days, last 6 or 12 months, this year, or custom dates), a request type and whether to group by day, week or month.
The reports
| Report | What it shows |
|---|---|
| Summary | Raised and resolved in the period, open now (any date), average and median time to resolution, and the first SLA's met percentage |
| Requests over time | Raised and resolved per day, week or month |
| Requests by status | Requests raised in the period, by the status customers see |
| Requests by request type | Requests raised in the period, by request type |
| Requests by priority | Off by default. Requests raised in the period, by priority |
| SLA attainment | Met, breached and in progress per SLA, overall and per period (by when the request was raised). A request misses an SLA if any cycle breached |
| Time to resolution | Average and median calendar time from raised to resolved, per period resolved and per request type. Requests closed without a resolution count from the date they reached a done status |
| Satisfaction | Off by default. Average rating and the split of 1 to 5 stars |
| Time worked | Off by default. Hours logged on requests raised in the period, per period and per request type |
| Requests by organization | For people in organizations: requests per organization they belong to. Other organizations are never named |
| Requests by person | Off by default. Who raised the requests in the view |
Every chart has a Table view, Copy CSV and Copy image. Copy all as CSV copies every report at once. Portal apps can't download files, so copies go to the clipboard; when a browser blocks that, the text or image opens so it can be copied by hand.
Organizations with their own reports
Under Organizations with their own reports, add an organization and pick its set, for example Time worked for a contract customer. When someone views that organization, they get its set; everywhere else they get the help desk's reports.
Which requests are counted
Exactly the requests Jira Service Management lists for that person on the portal's Requests page: requests they raised, take part in, or that are shared with their organizations. An organization view counts the requests shared with that organization, and only works for organizations the person belongs to. Agents viewing the portal see their own portal requests too, not the whole queue; use the admin Preview for the whole help desk.
One report reads up to the limit you set (default 2,000, at most 5,000). When a view has more, a note says how many the reports cover.
Status page
Settings > Status shows when the reports page and report runs last answered and their last error. Check settings now checks every help desk's settings against your site: deleted SLA fields, organizations removed from a help desk, an SLA report with no SLA picked.
Subscription
When the trial or subscription ends, customers see "Reports are not available right now" and nothing is read. Admins can still open the settings.
Privacy
Deskglance runs on Atlassian's Forge platform and sends nothing outside Atlassian. It stores only its settings and a status record; reports are computed when opened and not kept. See the privacy policy at https://greatwork.company/apps/deskglance/privacy.
Support
Email hello@greatwork.company with the help desk, who was looking, and a screenshot of the Status tab after Check settings now.