Automated Help Desk KPI Reporting System
Industry
Telecommunication
Project
Reporting System
Client
US
Our Role
IT Consultation
Technologies
JIRA with Rest APIs
Challenge
To create an automated monthly Help Desk KPI report to extract key metrics via JQL queries and generate an Excel report with separate tabs for each metric. Visuals like bar and pie charts will illustrate trends, ensuring clarity. The report must run automatically on the last day of each month, reducing manual effort.
The report’s key metrics focus on ticket counts, resolutions, and compliance with Service Level Agreements (SLAs), including any breaches. Each tab will showcase distinct metrics with clear labeling and graphical representations for easy interpretation. A comprehensive summary sheet will provide an overview of trends and identify areas that require attention or improvement. This structured approach aims to facilitate data-driven decision-making and enhance overall service effectiveness.
Solution
The automated Help Desk KPI reporting system generates an Excel file at 23:58 EST on the last day of each month, organizing JIRA data into separate tabs for each key performance metric. The process begins by using JQL (JIRA Query Language) within each widget on the dashboard to dynamically query and extract key metrics from JIRA, such as ticket counts, resolutions, and SLA compliance. This data is organized into separate tabs within the report, facilitating easy navigation and analysis.
To enhance usability, the report features bar and pie charts that visually depict trends, alongside a summary sheet highlighting key findings and improvement areas. Overall, this automated system streamlines reporting and supports effective decision-making, optimizing help desk management by making critical performance data readily accessible.
Key Benefits
Automated and Timely Reporting
The system eliminates manual data compilation by generating reports automatically at the end of each month, ensuring consistency and saving valuable time.
Comprehensive Data Insights
Clients receive structured data with key performance metrics and visuals, enhancing decision-making and performance analysis, while aiding sales teams in understanding issue resolution and task progress.
Improved Efficiency and Accuracy
Automating data extraction and organization reduces human error, resulting in more reliable and accurate reports. The report clarifies the number of closed issues, task performance, and assignees, utilizing JIRA APIs for precise tracking.
Help Desk Performance Monitoring
Consolidated JIRA ticket tracking enables clients to monitor trends, identify bottlenecks, and improve help desk operations. Accurate queries and timely report execution are crucial to avoid decision-making discrepancies. A structured "To-Do" approach ensures report consistency and reliability.
