Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Celebration

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root

Avatar

1 badge earned

Collect

Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!

Challenges
Coins

Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.

Recognition
Ribbon

Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!

Leaderboard

Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,463,428
Community Members
 
Community Events
176
Community Groups

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?

Suggest an answer

Log in or Sign up to answer
TAGS

Atlassian Community Events