Feature Request: Add MTTR, MTTI, and SLA Columns to the Nile Portal Customer Ticket ViewSummaryWe have integrated Intercom with the Nile Portal; however, the customer ticket view currently supports only a limited set of columns. We would like to request the ability to add additional ticket metrics, specifically MTTR (Mean Time to Resolution), MTTI (Mean Time to Identify), and SLA status.Problem StatementCustomers use the Nile Portal as their primary interface to track support cases. Currently, these key support metrics are not available in the customer-facing ticket view, and there is no option to customize the portal by adding additional columns.As a result, customers are unable to quickly view critical support KPIs without requesting separate reports.Requested Enhancement Add the following columns to the customer ticket portal: MTTR (Mean Time to Resolution) MTTI (Mean Time to Identify) SLA Status (Met/Breached/In Progress) Allow administrators to configure and customize the columns displayed in the customer ticket portal. Make these fields available as default or optional columns in the ticket list view. Business Justification MTTR, MTTI, and SLA are industry-standard support metrics. Multiple customers have requested visibility into these metrics directly within the portal. Eliminates the need for manual monthly reporting. Improves transparency and customer experience by providing real-time operational insights. Reduces the effort required by support teams to generate custom reports. Expected OutcomeCustomers should be able to view MTTR, MTTI, and SLA information directly from the Nile Portal ticket view without requiring manual reports or additional support intervention.

Question

Add MTTR, MTTI, and SLA Columns to the Portal Customer Ticket View

Forum|Forum|1 hour ago
August 6, 2026
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Nilutpal Bose
New Participant

Feature Request: Add MTTR, MTTI, and SLA Columns to the Nile Portal Customer Ticket View

Summary

We have integrated Intercom with the Nile Portal; however, the customer ticket view currently supports only a limited set of columns. We would like to request the ability to add additional ticket metrics, specifically MTTR (Mean Time to Resolution), MTTI (Mean Time to Identify), and SLA status.

Problem Statement

Customers use the Nile Portal as their primary interface to track support cases. Currently, these key support metrics are not available in the customer-facing ticket view, and there is no option to customize the portal by adding additional columns.

As a result, customers are unable to quickly view critical support KPIs without requesting separate reports.

Requested Enhancement

Add the following columns to the customer ticket portal:
- MTTR (Mean Time to Resolution)
- MTTI (Mean Time to Identify)
- SLA Status (Met/Breached/In Progress)
Allow administrators to configure and customize the columns displayed in the customer ticket portal.
Make these fields available as default or optional columns in the ticket list view.

Business Justification

MTTR, MTTI, and SLA are industry-standard support metrics.
Multiple customers have requested visibility into these metrics directly within the portal.
Eliminates the need for manual monthly reporting.
Improves transparency and customer experience by providing real-time operational insights.
Reduces the effort required by support teams to generate custom reports.

Expected Outcome

Customers should be able to view MTTR, MTTI, and SLA information directly from the Nile Portal ticket view without requiring manual reports or additional support intervention.