How do you create a "customer response SLA "

Question

Hi everyone.

I have currently configured our SLA using the SLA time and report app as follows:

1. New call comes in - SLA start.

2. There is a 4-hour window to assign the call and change the status as well as reply to the customer.

3. Once in the specific status, there is a 4-hour gap until it breaches its 4 hours customer response SLA.

So essentially, we just have 1 SLA that says from the time an issue comes in, we have 4 hours to respond to the client until the issue is resolved unless it moves into a waiting for customer status, in this case, the SLA pauses and will reset once the customer has replied which then gives us another 4 hours to respond to the client.

The issue I have is that I don't have a way to measure the customer response SLA when the issue is ''in progress'', our support team need to provide updates to the client every 4 hours. Also, if the call is in progress, and we respond to the customer, what trigger can i use to see when will be the 4th hour that we need to respond to the client ?

Regards

Pavlomir Marinov-DevAcrobats- · Accepted Answer

Hello,

Can't help for the whole question, but I have suggestion for the last part about when is time to respond. You could create a Jira Automation rule with trigger on "SLA threshold breached"

When a ticket is about to breach in X amount of time, you can add a rule for email notification or automatic response if you wish. Not sure if that will be of help, I apologize in advance if that wasn't what you meant to achieve.

Kateryna_v_SaaSJet_ · Accepted Answer

Hi @Mohammed Arafat Naidoo

Thank you for choosing the SLA Time and Report for Jira add-on.

You can always see the SLA timer by opening the app widget in the ticket or in the Table report view.

But for being notified about deadlines, you should set SLA goals for 4 hours with the Limit Exceeded Actions – Notify via Slack or in comments to the issue. At the same time, you can create several triggers for notifications before the deadline and change the Priority to Highest (Critical).

If you need a more detailed answer, I will ask you to show screenshots of your SLA configuration or contact our support team.

Regards,
Kateryna, Product Marketer at SaaSJet