How to display SLA metrics directly on the Jira customer portal?

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Transparency and communication are critical to building trust with your customers. One powerful way to achieve this is by making Service Level Agreement (SLA) metrics visible on the Jira Service Management (JSM) customer portal. When customers can see SLA information related to their requests, it fosters confidence in your team’s performance and accountability.

If you’ve been looking for a way to integrate SLA metrics into your Jira customer portal, this guide is for you. Here, we’ll explore why SLA visibility matters, the challenges it addresses, and how to implement it effectively.

Why displaying SLA metrics on the portal matters

1. It enhances customer trust
   By showing SLA adherence, you demonstrate a commitment to meeting service expectations.

2. It improves communication flow
   Customers stay informed about progress without needing to reach out for updates.

3. It drives alignment on expectations
   Customers know what to expect, and your team stays accountable, reducing confusion and frustration.

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Challenges with SLA Visibility in Jira Service Management

Out of the box, Jira Service Management doesn’t offer a straightforward way to display SLA metrics directly on the customer portal. This limitation can lead to:

• 🔄Customers repeatedly asking for updates.

• ⏳Internal teams spending time responding to status inquiries instead of focusing on resolving issues.

• 😕 A lack of transparency that erodes customer satisfaction.

Fortunately, there are ways to overcome these challenges.

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How to display SLA metrics on the Jira customer portal

Here’s how you can make SLA metrics accessible on your portal:

1. Leverage Jira's built-in features

While Jira doesn’t natively allow SLA metrics to be shown on the portal, you can provide partial transparency by:

• Customizing request types: Add SLA-related fields to the issue view for agents.

• Using automation rules: Set up notifications to keep customers periodically in the know of SLA progress.

2. Use a Marketplace app for enhanced visibility

Apps like Elements Overview solve this gap by allowing you to display SLA metrics directly on the customer portal in a way that’s intuitive, accurate and visually appealing. With Elements Overview, you can:

• Show SLA specific metrics (e.g., time remaining until breach).
  
  Display time to resolution on the customer portal

• Combine SLA metrics with related issues to give customers a full picture of their request status.
  
  Display time to resolution of sub-tasks for the current onboarding service request

In the above example, the hiring manager get full visibility of the onboarding tasks for his new hire upon request creation.

3. Customize the display for clarity

When displaying SLA metrics, ensure they are easy to understand and relevant. Only show metrics that matter to the customer, such as "Time to Resolution" or "Time to First Response.", and use the glance view as it’s highly visible when customers land on the ticket.

4. Gather feedback and iterate

Once you’ve implemented SLA visibility, gather feedback from customers. Are the metrics clear? Are they providing the transparency customers need? Use this input to refine the experience over time.

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Take the next step toward SLA transparency

Ready to empower your customers with SLA visibility? Start by exploring the Elements Overview app and see how it can transform your Jira portal communication with customers. Transparency isn’t just about metrics—it’s about building trust, improving relationships, and driving successful collaboration with customers.