FAQs - SLA Insights

The app empowers customers with real-time insights into Service Level Agreement (SLA) times directly from the Jira Service Management portal. This transparency helps customers manage expectations, make informed decisions, and ultimately enhances their experience.

Customers can view the Time to First Response and Time to Resolution as defined in the project settings by agents/administrators.

Yes, this is done in the project settings in your Atlassian environment. Here is the Atlassian documentation for that process: Create service level agreements (SLAs) to manage goals | Jira Service Management Cloud | Atlassian Support

The SLA Response and Resolution fields are added within the 'Portal request detail panel' to provide a clear and easily accessible view of SLA times.

Not at the moment, but this is a future roadmap goal and a feature we are working on implementing soon.

The data shown in the customer portal is pulled directly from a Jira Service Desk API to ensure the data matches the data configured by administrators. You can read more about that here.