We need separate SLA’s for first response and resolution
We cannot set just the resolution SLA, we have to set a first response, but for a ticket that has been taken by an agent over phone or teams etc we do not need a first response as they have responded to the requester already over phone or teams.
The problem is that the first response has to trigger the email or contact to the requestor…. so even if we just say to the agent to do a first response anyway, it triggers additional contact to the requestor which they do not want or need.
