Response time definition | Freshworks Community

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3 days ago

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Response time definition

Hi,

I would like to know how the response time in the SLA is defined:

put a comment/reply on the ticket
assigning an agent
...

Could you please verify? Thanks!

Page 1 / 1

We take the 1st Response/Note/Reply for the Response Time SLA Metric

regards
Vijay

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