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View SLA in Portal: Give Customers Clearer Service Expectations

Ash Young

Coming soon: Jira Service Management is introducing customer-facing SLA visibility directly in the help center portal.

Announcing SLA Visibility in the Customer Portal

Hi JSM Admins! 👋 I’m Ash Young, a Product Manager on the Jira Service Management team.

When someone submits a help request, the first thing they want to know is simple: “When will someone get back to me?”

Today, answering that question often requires back-and-forth comments or extra status checks. To give your customers instant clarity and reduce routine follow-ups, we’re introducing View SLA in Portal for Jira Service Management.

With this feature, service teams can choose to display clear target timeframes directly on requests in the customer portal, setting upfront expectations, building trust, and giving your agents more uninterrupted time to resolve issues.

We acknowledge this has been a long-awaited feature request (JSDCLOUD-325), and this is our first step in upcoming enhancements for SLAs.

What’s new?

Customer-facing transparency: Customers can view relevant, easy-to-understand SLA targets directly on their request details page.
Granular admin control: You decide what to share. Space administrators can toggle portal visibility on or off for each individual SLA metric.
Zero impact on existing SLA setup: Turning on portal visibility won't change your existing goals, calendars, pause conditions, or reporting calculations.
Clean, customer-friendly display: Target timers and deadlines are presented in clear, plain language so customers know exactly what to expect without seeing internal jargon.

Who can use it?

Portal SLA visibility will be available for Jira Service Management Cloud Premium and Enterprise plans.

This release is part of our renewed investment in SLAs, expanding capabilities to support advanced service desks and help growing teams manage complex, high-stakes customer commitments with confidence.

We’ll be rolling this out progressively to eligible sites over the coming weeks, so keep an eye out for the new settings in your space configuration.

What messaging will customers see?

This initial release is focused on setting clear, broad expectations. Customers will see whether an SLA is Completed, Expected to be resolved within a time target, or Working on it.

Time targets: Reflect the exact SLA configuration set by admins, establishing clear expectations for how long a request should take at that stage.
Completed: Indicates that the request has progressed past this SLA step, confirming completion without displaying whether the specific target was met.
Working on it: Signals that a specific time target is not currently available, while reassuring customers that the request is active and in progress.

We chose this approach to help service teams set the right expectations with end users without increasing the support load on agents. We also recognise that not every SLA should be shared with customers, so deciding which SLAs to make visible remains with service desk admins.

How it works

Enable visibility: Space admins head into their space SLA settings and choose which specific SLAs should be visible to customers.
Raise a request: A customer submits a ticket via the customer portal as usual.
Set expectations with customers: On the request view, the customer sees the relevant target time (such as time to first response or resolution), keeping them informed at a glance.

Help shape the experience

We’re actively gathering feedback from admins, service leaders, and teams to help guide the future of SLAs in Jira Service Management. We’d love to hear your thoughts in the comments below:

Which SLAs do you plan to share with your customers first (e.g., Time to first response, Time to resolution)?
How do your teams currently communicate turnaround times to customers?
What additional controls or display customizations would be most valuable for your organization?

Drop your thoughts, questions, and use cases in the thread below. Our product team is here and eager to hear from you!

Comments

__ Jimi Wikman

This will be very useful for both SLAs and counters, but it also means more focus has to be made to actually defining reasonable metrics. In my experience, internal support often has generic timers for work that usually span quite big time spans where one request (access for example) can take mere minutes and others (like setting up a new service) can take hours if not days.

I like the option to expose SLAs, but it should be used with care, as we don't want internal measurements to cause frustration or, worse, add personal metrics to individuals rather than to the team.

If used towards actual customers, this could potentially lead to financial disputes, especially if there is some kind of misconfiguration, so caution has to be exercised. With great potential comes great consideration, as I always say ;)

For me, two thumbs up and a big smile on this change.

Dirk Ronsmans

Lovely @Ash Young!

I tend to try and avoid sharing too much information with the customer regarding SLA's to avoid adding more stress to the agent and creating a feeling of pressure. Especially if a customer is still learning their own SLA's so it's a good thing it's not "always on" or "on by default"

But, sometimes it's just a requirement :)

For Service Request's we tend to use a due date and not so much an SLA so this will be mainly used for Incident Mgmt.

Liking that something long requested is getting some attention, curious to see if I'll enable it :D

A nice addition/enhancement would be to be able to select what organizations the SLA is shown for instead of just on/off. That would allow for a more generic SLA but limit (for MSP's) what customers would see it.

Billy X

This is a great improvement for customer transparency. Being able to see clear response or resolution targets directly in the portal should reduce “any update?” follow-ups and set better expectations from the start.

Martina.Bruehl

I support that! The ability to offer different customers different levels of service components without having to move them into separate spaces each time is an important feature for service development.

Monika Rani

@Ash Young This is the most awaited feature for us. Thank you 😊

Khan - PulseRook

Great move by Atlassian! Customers definitely need clarity on their SLA status.

This makes the internal side even more critical though — your team needs
real-time visibility to actually meet those customer expectations before
they go public.

The gap we see teams hit:

✓ Customers see their SLA status (Atlassian's portal)
✗ But internal teams don't see breach predictions until it's too late

When your support team has real-time SLA health score + breach prediction,
you can act before the customer sees a breach in the portal. That's the
difference between reactive and proactive.

For internal SLA visibility — cycle-time trends, breach predictions,
root-cause analysis — SLA Pulse for Jira provides exactly what you need to
back up what Atlassian's showing customers:

Marketplace: https://marketplace.atlassian.com/apps/3460167006/sla-pulse-for-jira

Nice feature launch!

— PulseRook

Carolina de Cassia Mauricio

I am very glad this feature is finally arriving. Although we must be careful about what we share with the customers, many of our clients expect to have visibility throughout the issue's lifecycle.

Nice one indeed! 🤩

Cristian Quiroz

It’s great news to finally have SLA visibility available to customers. This has been a long-awaited feature!

Roger L. Dismukes

Thanks for share it

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