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Integration Jira with Slack

Andretti Silva April 20, 2023

Hi,

 

we need to configure slack with jira to receive alerts for tickets that are close to exceeding the first response time (SLA).

Cant find this documentation.

2 answers

0 votes
Brad Peterson July 28, 2023

Hi @Andretti Silva 

For the same purpose, you can also explore an analytics tool that can alert you when tickets are close to exceeding the first response time SLA. The benefits of using an analytics tool are that you can monitor some advanced SLA metrics as well, which is otherwise not possible. In addition, these SLAs provide relatively greater customer satisfaction compared to basic metrics.

Here are a few of them:

  • Effective SLA: Effective SLA counts the time taken to respond each time a ticket waits on support (not just for the first time but throughout the ticket lifecycle).
  • Total effective SLA: Measures only the time taken by support in resolving a ticket. For example, if the ticket’s overall cycle time is 5 days. But out of 5 days, 3 days we were waiting for the customer to respond while the remaining 2 days, support was working to provide a solution, then the total effective SLA would be 2 days. It helps make customer teams more responsible and helps effectively track proactive service.
  • Number of tickets resolved, cycle time, potential regression analysis for customer defects (all in a single report)
  • Support engineer-wise tickets open, cycle time, response time, customer satisfaction rating, number of tickets resolved etc.
  • Track customers whose license is due for renewal in the coming quarter and have open support tickets.

We at OpsHub, have set up advanced metrics and have been using them extensively to monitor progress. We would be happy to share our learnings till now. Please reach out to us if you would like to set up a joint call.

Thanks,

Brad

0 votes
Kateryna_v_SaaSJet_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
April 30, 2023

Hi @Andretti Silva 

Here is the documentation about Integration with Slack for SLA Time and Report for Jira add-on, but I think some of the steps definitely be the same for the Jira site, so check the points.

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