It would be extremely helpful if the system could automatically complete the First Response SLA via a workflow (WF).
Currently, we have several detailed Service Request Forms that contain all the necessary information for the team to begin resolving the issue. However, because we can't automate the first response through a WF, agents are required to manually send a ‘first response’ purely to satisfy the SLA requirement — even when no meaningful communication is actually needed.
This adds unnecessary work and could be avoided with workflow-based automation of the SLA completion.
