Product Roadmap - SLA Insights

Our goal is to add multiple features to enhance the UI appearance and customization to enhance user experience and give admins more control over which SLAs are seen.

1. Project-level visibility configuration

At present, the application features a single toggle that allows the Service Level Agreement (SLA) to be displayed in the Portal Request Detail Panel within the Customer Portal. However, recognizing that administrators and organizations may not wish for the SLA to be visible for every project due to varying preferences, a forthcoming update will provide greater flexibility. This upcoming feature will empower administrators with more control over SLA visibility, enabling them to tailor the customer experience based on specific business requirements.

2. Configuration page migration

Currently, the configuration page is located on the organization-level admin screen, which may pose limitations for users with permissions lower than administrators, such as singular project admins or support desk workers. In the future, we plan to relocate this configuration page to the project settings area. This creates a more intuitive experience, allowing the visibility to be toggled in the same area where SLAs are defined for a project. Moreover, it empowers smaller project-level administrators to independently manage visibility where they have permissions to do so and grants flexibility for meeting specific business needs.

3. Customizable UI views

In the future, we plan to add a way for administrators to pick the UI style of the SLA information in the customer portal. This would align with the different views administrators can pick when configuring SLAs, such as Lozenge-style or text-based. Other types of options would be a Card view, progress bar showing visual indication of time passed/remaining, or circle graph style for time indication.