We are new to Freshservice, so I apologize for a very elementary question. For the SLA Response Time, what constitutes a response? We have incidents we have added a note and assigned an agent, but still shows pst due on response. I am not sure what trigger marks it as “responded”.
Thanks!
Using the reply function is what is counted for response time. Using notes does not affect response SLA.
Hi.
Adding to Keefe response , you may find these links helpful:
https://support.freshservice.com/en/support/solutions/articles/234443-replying-to-tickets
https://support.freshservice.com/en/support/solutions/articles/154906-replying-to-tickets
Regards,
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