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Why Most Support Teams Measure the Wrong Thing Many organizations think SLA means: “Resolve ticket within 4 hours” But after implementation they still get complaints: “Support is slow” “Nobody responds” “Priority tickets ignored” The problem isn’t the support team. The problem is wrong SLA design . SLA is not about speed — it is about expectation management . What Happens When SLA Is Designed Poorly 4 Typical symptoms: Tickets closed quickly but users unhappy Agents gaming the system (closing & reopening) High-priority tickets buried Constant SLA breaches Because teams measure resolution time , while users care about response time . The 3 SLA Timers Every Service Desk Must Have Most beginners configure only one SLA → mistake. A healthy service desk needs three different timers : 1. First Response Time (FRT) How quickly someone acknowledges the issue. User expectation: “Someone is looking at my problem” This is the MOST important SLA. 2. Next Response Time Time between replies durin...

How Support Teams Reduce Tickets Using a Knowledge Base Modern support teams don’t fail because of workload — they fail because the same questions repeat every day . “How do I reset password?” “VPN not connecting?” “Email not working?” If agents answer manually → ticket queue grows If users self-solve → support becomes scalable That is exactly where Confluence + Jira Service Management (JSM) integration becomes powerful. What Happens Without Integration 4 Typical scenario: Tickets keep increasing Agents copy-paste answers Documentation exists but nobody finds it SLA breaches happen Result → Support team works hard but productivity stays low. What Integration Actually Does Jira Service Management connects directly with Confluence knowledge base. So when a user creates a request → system automatically suggests articles. User solves issue → ticket never created Agent workload decreases → SLA improves How the Flow Works 4 Step-by-step flow: User opens service portal Types problem (“VPN no...