With the increasing use of automation in Freshservice, a valid first response to the customer is often an automated message or action. However, Freshservice does not currently allow the First Response flag to be set via automation, limiting the ability to reflect automation-driven responses in SLA tracking.
This is particularly relevant for Service Request (SR) automation, alert handling, and ticket triaging, where automated responses provide immediate value to the customer. Yet, these responses are not recognized as meeting SLA requirements, potentially skewing performance metrics.
Why this matters:
- It ensures automation is recognized as part of the service workflow.
- It improves SLA tracking accuracy, preventing delays in measuring response effectiveness.
- It highlights the impact of automation in meeting customer expectations.
By allowing automation to set the First Response flag, Freshservice would better reflect modern service desk operations and enhance SLA reporting.
Would love to hear if others face the same challenge—let’s push for this feature together! 🚀
