This is a frustrating one for us, we would love if we could send outbound emails that become tickets, without the first response timer glaring at us. If we have an 8hr SLA on first response, and we send an email to someone who contacts us back the following day, we have SLA violations. We need this disabled, or preferably in the case of outbound communication - the timer to start when the customer replies to us for the first time.
We cannot clear it with public notes, and support is firm that everything is operating as expected. Since we have not responded to the customer yet (even though we are the initiators w/outbound email). (our ticket w/them is #15556397). Public notes, replies, etc - nothing will resolve this until they email us back and we reply.
