🏅Enhance your customer experience

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Adding SLA status and data to the customer portal ensures that your clients are always informed about the progress of their requests. By displaying the SLA target date, they’ll know when to expect a resolution. This fosters trust and reduces the need for repetitive “When will this be done?” inquiries.

With the SLA Time and Report add-on for Jira, you can effortlessly add SLA statuses, target dates, or other custom fields to Jira tickets and the customer portal. Delivering exceptional services requires transparency and efficiency, and it's crucial to provide your clients with real-time information. This allows them to understand the current stage of their request, how quickly it’s being addressed, and when the final deadline is expected. 

How can this SLA display information help you?

Displaying SLA statuses, target dates, or custom fields directly on Jira tickets and the customer portal provides immediate clarity for both teams and clients. Your team gains real-time visibility into deadlines, allowing them to prioritize tasks effectively and prevent SLA breaches. 

On the other hand, your clients can see all the necessary SLA information directly in the customer portal. This transparency helps reduce unnecessary follow-up requests, reassures clients that their issues are being addressed promptly, and creates a more professional and reliable impression of your service.

Benefits you gain from this feature:

🟢Faster decision-making: teams can quickly assess SLA statuses and act immediately if deadlines are at risk.

🟢 Enhanced client transparency: clients have real-time access to SLA information, building trust and loyalty.

🟢 Lower risk of SLA breaches: clear visibility helps teams stay on track and avoid missed deadlines.

🟢 Customized metrics display: tailor the SLA data shown to meet specific client needs.

🟢 Real-time SLA tracking: managers can monitor SLA progress live, ensuring timely interventions.

🟢 Reduced support workload: clients access critical SLA details directly, minimizing inquiries to your support team.

So, now that you understand the main benefits let’s dive into a real use case to see how it works in practice.

Real-World Use Case

Scenario:

Your IT team manages service requests for an enterprise client. Each request has an SLA resolution time of 8 hours. One day, this client requests that SLA statuses and target dates be added to their custom portal (real use case from our client).

At this point, you’re left wondering: How can I achieve this?

• Maybe through automation?🤔  – No, it doesn’t work. 

• Perhaps via standard Jira settings?🔎  – Nope, not available.

The options are limited when giving your clients exactly what they need.

Without SLA Display ❌:

• Team members might forget deadlines.

• Customers frequently follow up, wondering about the status of their requests.

With SLA Display ✅:

• The SLA status (e.g., “On Track” or “Breached”), the exact target date, and other necessary custom fields are visible directly on the ticket.

• The customer portal also mirrors this information.

Result 🧮:

Your team stays informed, clients feel confident and delighted, and SLA breaches significantly decrease.

So, let’s provide clients with the tools they need to boost their loyalty while empowering teams to track SLAs and stay within all deadlines.

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How to add SLA status and custom fields to a ticket and customer portal?

To add custom fields, such as SLA Status and Target Date, to a ticket and a custom portal so your clients can view SLA in real time, you need to follow a few steps:

1. Go to your service project.

2. Then, navigate to the SLA settings, click the "SLA Manager" button, and select "+Add new configuration" to create a configuration for your project.

3. For the new SLA configuration, choose the type of SLA Goal based on a time limit or a negotiated date.

4. Next, fill in the following parameters:

• Name

• Project

• Calendar

• Start/Pause/Stop conditions

• SLA Reset

• Multi-Cycle option

• SLA goal settings with automated actions

5. In the SLA goals settings menu, specify SLA goals and select an Automate action for issues that exceed their limits. Enabling the Custom Field button is a critical step here.

6. After configuring, save all your settings.

7. Move on to project settings: go to Project settings > go to the Request types:

8. Select the request type to which you want to add your custom field (e.g., Service requests). Then, choose a Request form (e.g., Technical support): you can select an existing one or create a new type by filling in the required fields. You’ll see various Suggested fields in the Request form tab on the right sidebar:

9. Add the necessary fields you want to display on the ticket and the portal. In our case, we add the fields specified and enabled in the SLA time goals settings: SLA Goal - 1 status and Target date for SLA Goal - 1.

10. Save the settings.

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Now you’re done! When an issue is created, you’ll see the custom fields in the ticket:

Custom fields will also be visible on the custom portal, allowing you to monitor SLA status and target date in real-time:

So, using SLA Time and Report for Jira, your team can establish a culture of accountability and transparency, ensuring timely resolutions, happier customers, and more efficient workflows. Visit the Atlassian Marketplace and try SLA Time and Report today.