In this page
Jira Service Desk integration features
Tutorial video
Jira Service Desk Excel export samples
Jira Service Desk pivot table
Distribution of Request Types
Average resolution time per assignee report
Tickets with customer satisfaction (CSAT)
Configuration
Exporting Jira Service Desk custom fields
Configuring the export format for the (Customer) Satisfaction field
Configuring the Excel report template for Jira Service Desk
Learn more about Jira Service Desk
What is Jira Service Desk?
(supported since Better Excel Exporter 1.1.0)
Jira Service Desk is the service desk solution running on the top of Jira.
Jira Service Desk integration features
- You can export Excel reports directly from the Queue view (with all tickets in the queue). (supported since Better Excel Exporter 2.2.0)
- You can export the Jira Service Desk-managed custom field types, like Customer Request Type, Organizations, Request Participants, Satisfaction (optionally with the customer satisfaction comment), SLA to Excel.
- Better Excel Exporter also offers a reporting template that includes several pivot table and pivot chart worksheets to report SLA by projects, assignees, request types and request participants.
(Need more features? Tell us in a support ticket!)
Tutorial video
Give this short video a watch to see how to export tickets and create reports directly from Service Desk queues in Excel:
Jira Service Desk Excel export samples
Jira Service Desk pivot table
The jira-service-desk-report.xlsx template gives several ready-to-use Excel pivot table reports. This report example displays the number of tickets per project, per request type and per status. There are additional pivot tables for assignees, ticket participants, etc., and as always, you are welcome to add your own!
Distribution of Request Types
For most pivot tables in the jira-service-desk-report.xlsx template, there exists the corresponding pivot chart to make the results easier to understand. This example shows an intuitive Jira Service Desk Excel report of the issue types (main category) and the request types (sub-category) per project.
Average resolution time per assignee report
Still in the jira-service-desk-report.xlsx template, you can create flexible Excel reports on the SLA type custom fields. One of the most typical examples is the report that visualizes how fast each Jira Service Desk agent solves his or her requests.
Tickets with customer satisfaction (CSAT)
Creating customer satisfaction reports in Excel can help you better understand your customers and your service quality. The customer feedback data collected by Jira Service Desk can be exported to Excel either with the satisfaction score only (a number between 1 and 5) or with the score plus the customer's comment. This is a sample for the latter.
Configuration
Exporting Jira Service Desk custom fields
There is nothing to do. Better Excel Exporter will automatically recognize the Jira Service Desk managed fields and export them accordingly.
Configuring the export format for the (Customer) Satisfaction field
(since Better Excel Exporter 5.3.0)From the Satisfaction field, by default, only the satisfaction score (rating) is exported to number-type Excel cells. You can easily calculate the average satisfaction rating or find the highest-performing agent using Excel formulas on these cells.
If you also need to export the comment provided by the customer, set this configuration variable to true in the top part of field-helper-tool.groovy:
/* Jira Service Desk configuration. */ def sdExportCustomerSatisfactionComment = false // requires Service Desk 3.6.0+
Enabling this, the Excel cells will contain the score, a line-break, and the comment text. They will be text-type cells, for obvious reasons.
Even in this mode, you can use Excel functions to extract the score part and the text part, if you need to process those separately. In the next examples, "A2" cell is the reference cell that contains the merged value. For the score, get the cell value before the first line-break:
| =LEFT(A2,FIND(CHAR(10),A2)-1) |
Similarly, for the comment, get the cell value after the first line-break:
| =RIGHT(A2,LEN(A2)-FIND(CHAR(10),A2)) |
Configuring the Excel report template for Jira Service Desk
The template jira-service-desk-report.xlsx contains placeholders for Jira Service Desk managed custom fields, which should be correctly configured before generating reports.
Steps:
- Login to Jira as administrator.
- Go to Administration → Add-ons → Excel Views.
- Click the view Jira Service Desk (Excel), change its context to at least the "Issue Navigator" and submit. (This view was not enabled by default.)
- Go to Administration → Add-ons → Excel Templates.
- Download the template jira-service-desk-report.xlsx.
- Open the file in Microsoft Excel for editing.
- Go to the last worksheet, check the cells in the second row that contain an expression like ${fieldHelper.getFieldValue(issue, "customfield_10123")}. Replace the placeholder custom field ID customfield_10123 with the actual ID of that custom field (see this section for help). For instance, if the ID is 10456 in your Jira instance, then change the expression to ${fieldHelper.getFieldValue(issue, "customfield_10456")}.
- Repeat this for the following columns: Customer Request Type, Request Participants and Time to Resolution.
- Save the Excel file (do not change its name!) and upload that to Jira.
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For testing, go to Issue Navigator.
Export an Excel file with the Jira Service Desk (Excel) view, and check whether the cell values are correctly exported in the last worksheet.
If those are, you are done.
If not, check the custom field IDs again in the template.
(Please note that this is easy, and you have to configure this only once.)
Learn more about Jira Service Desk
- Jira Service Desk product information (at its own vendor)
- Jira Service Desk documentation