Jira Service Desk provides powerful built-in SLAs, so teams can track how well they're meeting the level of service expected by their customers.
Project admins can create SLA goals that specify the types of requests you want to track and the time it should take to resolve them. From there, you can define the conditions and calendars that impact when SLA measurements start, pause, or stop (for example, stopping when your office is closed for a public holiday).
Once you have set up SLAs for a project, your team of agents will be able to see how each request raised by a customer should be prioritized to meet your service goals.
Once you have set up SLAs for a project, agents can view their SLAs and plan which tasks need to be resolved first and the timeframe in which they should be resolved.