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Capability to Ignore Initial Response SLA when Ticket Opened by Agent

Related products:Freshdesk
  • February 18, 2023
  • 1 reply
  • 38 views
ptoridactyl
Apprentice
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I think it’s a little redundant that when an agent opens a ticket in the platform on behalf of the customer they also need to add a comment to meet the initial response time. In a platform that is supposed to help with scalability, this could be easily fixed by a small change to the logic.

1 reply

Jebas
Contributor
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  • Jebas
  • Contributor
  • February 20, 2023

Hi @ptoridactyl ,

Greetings from Freshworks Community!

I understand your idea here. That indeed should be an option. Thank you for putting it here.

But I can help you with a workaround here. You can create a new custom source from the “Ticket Fields” section. And create an Automation to Automatically add a Public note whenever the source is the Custom Source you create. 

This is just a work around but we’ll surely look into this idea. Thank you for sending the Feedback.

Regards,
Jebas D

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