At present, a ticket will only have reached it’s “Response” SLA if an agent sends an email from it.
Would it be possible to enable a manual function whereby an agent can mark the ticket as having been responded to, for example if they have called the user, or gone to the user’s desk.
This would be extremely useful especially for tickets on short SLAs as the agent may exceed the response SLA whilst actually in the middle of trying to help the user and it is not really appropriate at that time to send them an email just to say the ticket has been picked up
