we already use JIRA Service Desk and are happy with it. But there is one thing, that is very common for us, but we don't find any information about it in the tool.
Is it possible to specify a support time quota per customer? So that we, for example, could configure a time budget of 50 hours support for customer XY and track times against it?
We need something like this to monitor our costs.
If possible, without plugins. Custom fields or some other internal solution would be no problem.
Thanks for your help.
I am not sure it is possible to define a quota directly in JSD.
However you can monitor the time spend per customer or organization.
You could use the report with a series Time to resolution (avg.) with a JQL for each group of customer or organization.
Here an example (however the data are no representative)
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