Best practices for displaying SLAs and related issues on the Jira Service Management portal

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Displaying SLA metrics and related issues directly on the Jira Service Management portal not only keeps customers informed but also helps your team maintain accountability and alignment.

In this article, we’ll explore actionable best practices for enhancing your customer portal with SLA visibility and related issue tracking.

3 reasons why display SLAs on the customer portal

• For transparency: It gives customers a clear view of service progress.

• For efficiency: It reduces repetitive status inquiries to your support team.

• For customer satisfaction: It builds trust by demonstrating accountability and responsiveness.

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Best practices for displaying SLAs and related issues

1. Choose the right metrics to display

Focus on metrics that matter most to customers, such as:

• Time to Resolution: How long until their request is resolved.

• Time to First Response: When they can expect an initial update.

• Time Waiting for User Feedback: Helps users understand actions like reminders or ticket closures.

Avoid overwhelming customers with too much data—less is more.

2. Integrate related issues

Showing related issues—such as blockers, duplicates, or dependent tickets—helps customers see the bigger picture. Ensure related issues are:

• Relevant: Only display issues that directly impact the customer’s request.

• Clear: Use intuitive language like “Linked Issues” or “Blocking Tickets.”

3. Leverage Marketplace Apps

Out-of-the-box Jira may not support detailed SLA or related issue visibility. Apps like Elements Overview can bridge this gap by displaying SLA metrics and linked related issues in a customizable and user-friendly way on the portal.
Here's a screenshot showing you how it can look like in an used for an onboarding process: 

Display time to resolution of sub-tasks for the current onboarding service request

4. Make it mobile-friendly

Many customers access the portal on mobile devices. Ensure the layout, metrics, and related issue details are optimized for smaller screens.

5. Gather feedback and iterate

After implementing SLA and related issue visibility, ask customers for feedback:

• Are the metrics helpful?

• Is the information easy to understand?

• What additional details would improve their experience?

Use this input to refine the display and address any gaps.

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Align support teams and customers on expectations with SLAs on the portal

Displaying SLA metrics and related issues on the JSM portal isn’t just about providing data—it’s about creating a seamless, transparent, and trust-building experience for your customers while freeing your support team to focus on resolving issues efficiently.

If you’re ready to take your portal to the next level, explore solutions like Elements Overview to customize and enhance your SLA and issue visibility.