Support timelines in the portal

What is the support timeline?

The support timeline helps you manage expectations by showing service level agreement (SLA) time targets directly on requests in the portal. You can choose to show or hide these targets to control what helpseekers see regarding response and resolution times.

For example, an IT team might show a "Time to resolution" SLA on the portal so that employees know when to expect a fix for their hardware issues. This transparency reduces the need for follow-up comments and helps manage helpseeker expectations during busy periods.

Project admins can configure these visibility settings for each SLA. Helpseekers can view the support timeline on their individual requests in the portal.

Show or hide SLA time targets in the portal

You can control whether helpseekers see specific SLA time targets on their requests. By default, new SLAs may be hidden until you choose to show them.

To show or hide an SLA in the portal:

1. Go to your service project and select Project settings.

2. Select SLAs.

3. Select the SLA you want to update.

4. Locate the SLA portal visibility section.

5. Select Show SLA in the portal to make the time targets visible, or Hide SLA in the portal to keep them private.

6. Select Save.

Support timeline reference

This section describes the different status messages helpseekers see in the support timeline panel on the portal.

Important considerations

• Portal messages can't be configured: The text displayed to helpseekers (such as "Expected within" or "Working on it") is standardized and cannot be customized.

• Time target values: The specific time shown in the "Expected within Xh Ymof request" message is pulled directly from the time targets you set for the SLA. To change these values, modify the SLA’s time targets in your project settings.

Support timeline panel

The panel appears on the request view in the portal and displays the current state of the SLA time target.