I understand the importance of displaying SLA information directly on the Jira Service Management (JSM) customer portal to keep your customers informed about their request timelines. While this feature has long been under consideration, you might be seeking an immediate solution.

Our app, Elements Overview, can help bridge this gap. With Elements Overview, you can configure your JSM portal to display SLA metrics such as "Time to Resolution" and "Time to First Response" directly to your customers. This not only enhances transparency but also reduces the need for customers to reach out for status updates.

Implementing Elements Overview is straightforward, and it integrates seamlessly with your existing JSM setup. 

If you have any questions or need assistance with the initial configuration, feel free to reach out to our support team. We're here to help!

Hello,

I need that the customers can view the SLAs in the ticket from the portal but I'm not sure how to configurate it. Could you help me? Now, I have the free plan

Also how can we guarantee these third parties will remain and be able to support issues. Not to mention with all the cyber attacks happening recently, would they pass security audits. Having this built in would be an easy win for Atlassian and those who want something more involved could use those third parties.

The challenge we face is that these are "external" applications, often requiring payment. It would be beneficial to have these core functionalities seamlessly incorporated into a JSM tool instead of users having to manually search for them by installing multiple unnumbered Add-Ons.

This suggestion is made with all due respect to the developers who dedicate time enhancing Atlassian JSM.

If anyone needs a workaround for this issue, you can use the SmartGuide app.

It allows you to create content-rich templates for displaying information on the customer portal.

Guys - please, we do require this native feature. It has been in the making here for years. 

Jesus Christ, we are looking forward to see this feature since 2021! It is time to consider developing it, PLEASE!

Apologies for the shameless plug.. but if you are interested in exposing your SLAs in the customer portal, we are delighted to share we built an app that does PRECISLEY that and recently published it into the marketplace; we called it ⏱️ Customer Portal SLAs.

We'd love your feedback!

If this is something you could be interested in trying you could do so here:

https://marketplace.atlassian.com/apps/1232283/customer-portal-slas?hosting=cloud&tab=overview

+1

All other CRM solution provides way to set SLA from customer side.
This lack of feature makes us to consider moving away from Jira.

But if this is implemented third-party vendors will go out of business as they won't be able to charge us money for features like this.