We are evaluating JIRA Service Desk Cloud as a ticketing tool for our Customer Support Team. One of the requirements is that we need to keep track of time spent on solving tickets against a block of purchased support hours per customer.
Customer support team filling the "Worked" and "billable" tabs at "log work" every ticket solved/closed.
Every Client purchases different anual X hrs of support and we then deduct solved cases from that amount. Customers get every month detailed report with time remaining in the block.
How can we accomplish this with JIRA. We are looking at TEMPO Timesheet add-on for time tracking, however I don't see any way (at least out-of-the-box).
1. Id like to find a way to track log work hours against block of purchased support hours per customer.
2. Id like to have automatic report (via emai) to sales team once customer used X % (lest say 80% for example) of the purchased support hours so the sales team be able to track and upsell needed hours.
@Zohar Bazak, this topic has been discussed previously in the Community and in the bottom right corner here is related content. You may want to look at the first one: https://community.atlassian.com/t5/Jira-Service-Desk-discussions/Pre-bought-support-hours-logging-against-allocated-hours/m-p/583189#M8
note there isn’t a way out of the box to have decremented field but there are possible addons. You could leverage automation addons to check values of fields and fire off an email.
Hi @Zohar Bazak - Not sure if this is still a need for you but here is a great option to tackle this challenge: https://marketplace.atlassian.com/apps/1221714/contractspro-managed-services-solution?tab=overview
If you still need any help, let me know.
Hi Everyone, In this tutorial, we will show you how you can monitor an SLA, and send notifications before or after the SLA has been breached. SLA Threshold Trigger The SLA t...
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