Freshservice : Response Due for SR

  • 9 December 2021
  • 2 replies

Userlevel 4
Badge +8

Hi Team,

Is it ok to disregard the response due for Service Request? specially when an SR has an approval first?

or should an agent really need to response? 


Best answer by mmccoy 22 December 2021, 20:12

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2 replies

Userlevel 3
Badge +2

Hello ,


Greetings from Freshservice!


I believe you are referring to the state of a service request that you see in the ticket list view page as shown in the below screenshot.




The “Response Due” state will show up if there is a response to be sent from the agent’s end for a requester’s reply. The system will not consider if the approval is pending on the ticket . It will continue to show up until the response is sent by the agent.


If you want to avoid the “Response Due” state, you can set the ticket to “Pending” as shown in the below screenshot.




This would stop the SLA that is running on the ticket, provided you have the SLA timer turned off for the Pending status and the “Response Due” state will not show up in the ticket list view. 


We would suggest not to disregard the “Response Due” state since the ticket’s SLA will be still running and this would affect the “Response Time” of the agent who is handling the ticket. So , sending out a response to the requester is recommended.




Team Freshservice

Userlevel 4
Badge +8

Think customer…. Communication is always best.  :)