We have phone support that we enter ourselves. These display as "new" in the ticket list until a reply is sent to the customer - we dont need to do this but the response SLA keeps being breached on all tickets that are not via email. Is there not a way to deactivate the response SLA on a ticket? Also a scenario with an email sent to a customer is not registering as a reply and therefore the response SLA is still active - bug?
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