Common challenges in SLA: Challenge #3: Transparecy

[#1]

It's Friday then... It's time for the last, but not least, post in my SLA Common Challenges series 💁‍♀️

This challenge is about: Transparency 🎯

SLA tracking isn’t just about having timers in place - it’s about making sure the right people see the right information at the right time.

In many setups, agents can see SLA details inside JSM, but once the work moves to other teams (devs, product, QA), visibility drops fast, because:

• Developers often don’t have agent licenses 🙍
• Their part of the work may have separate SLAs 🕓
• If they can’t see the ticking clock, things easily slip through ⏲️

Without real-time visibility, SLAs can only be noticed after a breach, when it's too late to react:

That’s why clear, cross-team SLA visibility is so important - it helps everyone stay on top of deadlines and prevent surprises.

☝️But it’s not just about internal teams - customers also need transparency.

For that reason, we added the possibility to the SLA Time Management app:

When customers can track SLA progress directly in the portal, it reduces frustration and builds trust.

They know:

• Someone’s already working on it 👩‍💻

• How much time is left ⏱️

• Whether things are on track 💫

Without that, even great internal performance may feel like radio silence from the customer’s perspective, leading to unnecessary follow-ups, escalations, and frustration.

Small change. Big improvement in trust, alignment, and communication.

💁‍♀️Challenge #3 - completed ✅🎉