Assigning support points to customer tickets.

We are an IT consultancy who provide post-implementation support to our clients. We would like to do this via a ticketing system using Jira Service Desk. We already use Confluence and Jira so it is the logical choice.

Our clients purchase a monthly quota of support points which they can then spend on support tickets. For example, they might buy 100 points per month with an urgent request that must be dealt with immediately costing 5 points per hour to fix through to a next day bug fix costing 1 point per hour.

Is there a way for the client to track their current useage via their customer portal? Can we automate the process so as the tickets are resolved the points are calculated and deducted from their monthly total?

If that isn't possible in Jira Service Desk, is there a plugin or 3rd party system we could integrate from that will give us this?


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Susan Hauth Community Champion May 17, 2017


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