In our organization we use JIRA Service Desk (Cloud) to allow our customers to log issues they are having with their software. We are in a paid model of support so we track the amount of time spent on a ticket and translate that into coins/credits (to be concrete: 15m of support equals 1 credit). Our customers have a specific amount of credits (linked to their licenses). Ofcourse they can always purchase more credits in support bundles.
To help us out with reporting/tracking/invoicing we are looking for any (creative) ways to:
- Link to a separate issue how much credits have been used (preferably automaticaly using a formula based upon the time registration)
- Report back to our clients how much credits the issue has taken OR plan B: how much time have been spent on their issue
These things - even reporting back the time taken - seem difficult (impossible?) to do. I hope that I am missing something here?
Thanks in advance for allowing me to pick your creative brains! ;-)
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