Using a common channel, such as Microsoft Teams, Slack, corporate mobile apps, a customer with a concern or issue that needs to be fixed creates a ticket, otherwise known as a request. The ticket is immediately sent to the Jira Service Desk queue where the issue is investigated and solved.
SLA defines the expectations of services the customer and vendor agree upon, the metrics on how well the services are measured and what happens when agreed on terms are not met. This is customizable for each customer so that specific services are prioritized and that you can see how well customer issues are handled.
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