Response time definition

12 years ago
October 9, 2012
1 reply
28 views

junior.hemelaer
Contributor
5 replies

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!

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vijay.shankar
Contributor
603 replies
12 years ago
October 12, 2012

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

regards
Vijay