This is part two of a blog series taking an inside look at Jira Service Desk, the newest member of the Jira family. Jira Service Desk is a modern and flexible service desk experience that integrates directly with Jira, our issue management software used by more than 22,000 teams worldwide. Read part one about our intuitive customer portal here.

Part two: service level agreements (SLAs)

SLAs are a huge focus for most service desks. That’s why Jira Service Desk comes with powerful built-in SLA management that makes it easy to configure what you need. So easy, in fact, that you can do it under a minute:


Powerful SLAs, out of the box

Ready, set, go. Jira Service Desk comes with preconfigured SLA priorities right out of the box, so your team can start working right away and focus on top priorities.

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When you create a new project, Jira Service Desk will automatically start recording the following three metrics so you can track how your team is performing:

  • Time to first response
  • Time to resolution
  • Time waiting for support

Jira Service Desk’s powerful rules engine automatically applies SLA targets as requests enter the queue. SLA displays make it easy to know how much time is remaining: as you get closer to your goal, the timer will automatically turn yellow, then red when the SLA has been breached.

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The colors remain even after the request has been completed, and the issue resolved. Once you complete the request within the SLA, it will display a green check; if you have breached the SLA, it will show a red ‘x.’

Be proactive

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Signaling is important. If you were driving and traffic lights were going from green to red without any warning, accidents would be inevitable. Your IT team needs to know what’s happening to navigate requests.

With Jira Service Desk, you can be proactive, not reactive. SLA timers help you visualize just how much time you have left, so you can keep track of what needs to get done. Simple color coding makes it easy to visualize what can wait versus what needs to be worked on right away.

Jira Service Desk’s easy-to-read displays will prevent you from breaching your SLA rather than spending time managing SLA violations.

Keep your eye on the clock

What’s the point of using SLAs if they’re hard to find? In Jira Service Desk, SLA information is displayed everywhere – in queues, issue detail view, in Jira issues themselves, and in the SLA dashboard – so SLAs are always front of mind.

Jira Service Desk helps you keep your eye consistently on the clock, no matter where you’re working. Check how much time is left before breaching the SLA from within the Jira issue itself. High SLA visibility translates to better performance, and better performance makes for happier customers. It’s a win for everyone – especially your IT team.

Flexible and powerful

image2013-10-29 23-5-53Not all requests are alike, so you should be able to design SLAs that match your team’s goals. Jira Service Desk allows you customize individual SLA targets right from the agent interface.

You can also set up advanced SLAs with just a few clicks; start, pause, and stop timers as requests move through different stages of your Jira issue workflow. What if after receiving a request, you need additional information from a vendor or your customer to resolve a problem? Contact your customer and have the clock automatically stop ticking. Waiting on a customer or an external third party to provide you with additional information should not make you breach your SLA.

Different priorities require different resolution timeframes. Harness the power of Jira Query Language (JQL) to create specific SLA targets for individual issue types. Help your team crack on the must-fix-now blockers first, and then the lower-priority requests afterwards; not the other way around.

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You can also use Jira Service Desk to set multiple SLA targets for one issue type, so you can monitor your performance each step of the way.

Check back next week for a look at queues inside Jira Service Desk.

Jira Service Desk is available now for a free 30-day trial, OnDemand or download. Pricing starts at just $10 for 10 users.

Try Jira Service Desk

New to Jira? Get up and running in a matter of minutes with a free 30-day Jira + Jira Service Desk OnDemand trial.

Inside Jira Service Desk: SLAs