Support 360 JSM

Issue Context Panel

Instantly see all previous tickets from the same reporter — directly inside any Jira issue. No tab-switching, no searching. Powered by Support 360 JSM.

Customer Health Scoring

Automatic composite score (0–100) per customer, based on CSAT rating, resolution speed, and ticket frequency.

Support 360 Dashboard

A dedicated global page showing team-wide SLA rates, resolution trends, first-response times and individual agent performance.

Live Queue Monitor

Real-time view of all open tickets colour-coded by SLA urgency. Agent workload chart tells you who is overloaded at a glance.

CSAT & Critical Feedback

All sub-4-star feedback collected and paginated in one place. Includes the customer's comment, assignee, and issue key.

CSV Export

One-click export of team metrics or customer health data. Ready for Excel, Google Sheets, or your BI tool.

How the score is calculated

Each customer receives a score from 0 to 100 composed of three weighted factors:

• 40% — CSAT: average star rating (1–5) normalised to 0–100.
• 30% — Resolution speed: how consistently tickets are closed within the configured SLA threshold.
• 30% — Ticket frequency: customers with fewer tickets relative to peers score higher on this component.

SLA Threshold setting

The SLA Threshold (configurable in Settings, default 3 days) drives three things:

• SLA Success Rate — a ticket is "successful" only if resolved within this many days.
• Customer Health Score — slow resolution relative to the threshold reduces a customer's health score.
• Live Queue urgency — open tickets are coloured 🟢 / 🟡 / 🔴 based on their age vs. this threshold.

What you see

• All currently open / in-progress tickets across selected projects.
• Each ticket is colour-coded by SLA urgency (On Track / Warning / Overdue).
• Summary cards: total open, unassigned, overdue count, average wait time.
• Agent Workload bar chart — who has the most open tickets right now.

Limits & performance

• Backend fetches up to 500 open issues per refresh.
• UI renders the top 50 oldest (most at-risk) tickets in card form.
• Filter buttons let you focus on All, Overdue, Warning, or On Track.
• Click ↻ Refresh Queue to fetch the latest data on demand.

📈 Resolution Trend

Daily area chart of resolved tickets over the selected period. Compare 7-day and 30-day windows.

🏆 Member Performance

Horizontal bar chart leaderboard. Toggle between Top Performers and Growth Opportunities (bottom 10).

🥧 Project & Issue Type Distribution

Two pie charts showing how resolved volume is spread across projects and issue types.

⏱️ First Response Time (FRT)

Measures the time from ticket creation to the first agent comment. Shown per agent and as a team average.

📋 In-depth Member Metrics

Searchable, sortable, paginated table (10 per page) with Resolved count, Avg FRT and SLA Success Rate per agent.

↕️ Period Comparison

Every key metric shows a ▲/▼ delta vs. the previous equivalent period (e.g., last 30 days vs. the 30 days before that).

Who counts as "Admin"?

Any user with the Jira ADMINISTER global permission (typically a Jira Site Admin or Jira Administrator) automatically sees the dashboard and the Settings tab — no configuration needed.

Adding non-admin users

In Settings → Permitted Users, search for any Jira user by name and click to add them. They will immediately gain read-only access to all dashboard tabs. Admins can remove them at any time.

Does this app store customer data?

No customer ticket data is stored. The app only persists your project selection and the permitted-users list in Forge Key-Value Storage. All analytics are computed on-the-fly from live Jira API data.

Will it work with large teams (1 000+ tickets)?

Yes. The backend aggregates up to 1 000 resolved issues into compact statistics before sending anything to the browser. The UI only renders summaries and charts — not raw ticket lists — so performance stays consistent regardless of volume.

Why don't I see CSAT ratings?

CSAT ratings require that your JSM project has Customer Satisfaction Surveys enabled and that customers have submitted feedback. The app reads the standard JSM custom field customfield_10033.

The dashboard says "Access Denied"

You are not a Jira Admin and have not been added to the Permitted Users list. Ask a Jira Admin to open Settings in the dashboard and add your account.

I changed scopes — what do I do?

After any scope change the app must be redeployed (forge deploy) and then reinstalled with the --upgrade flag (forge install --upgrade) so Atlassian recognises the new permissions.

How do I export data?

Use the 📥 Export CSV button available in the Team Reports tab (team metrics) and in the Customer Health Scores table (customer health data). The file downloads immediately in your browser.