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How can I inform the customer the SLA his ticket got?

Hi! I want my customer to be informed of the "Time to resolved" SLA in his ticket as soon as I categorized the ticket and assigned to the respective queue. 

What do you think is the best way? I have one SLA depending on the queue that will work on the ticket.

Thank you so much for your advise, 

kind regards.

2 answers

4 votes

Hello @Yuly Buenahora 

As an alternative, you can try SLA Time and Report

If you're a Jira user, follow these steps:

- Just choose a Support in the Issue Type drop-down listslacomment.png and set it as a Start timer and a Closed status as a Stop timer. 

- Set 5m (minutes) as a Goal in the Goal setings and choose a customer name from the drop-down list. So when the change causes, a userwill be notified about it in a 5 minutes. 

This add-on is developed by my SaaSJet team, so let me know if you have any questions. 

Hi @Mariana_Pryshliak_Saasjet thank you so much for helping me!

Something like this I was thinking.. but is there a chance that could be done throught email? It´s not so robust what I need it, just to inform the time to resolved once.

Unfortunately, our app doesn't send an email.

0 votes
Tansu Akdeniz Community Leader Apr 25, 2022

Hi @Yuly Buenahora 

Do you want to show SLA data to the customer in the request view page? If yes, there are add-ons in the marketplace.

Hi @Tansu Akdeniz thank you so much for your answer!

I would like to find out if this could be done using native functionality... I was thinking using automatization - email / Once the ticket is categorized send an email with the goal of the "time to resolved" SLA... is it possible?

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