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How do I remove "FIRST RESPONSE DUE"

  • December 23, 2021
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  • GOODY
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I have some tickets, that have been created internal and marked as a bug status. The problem is we do not respond to this ticket, which then triggers the “FIRST RESPONSE DUE” status. I have tried sending a response but this still isn't cleared.

Any help is appreciated 

 

Best answer by jim.stephen

Hi @GOODY and @bowserkb, we understand you would like to remove the “First Response Due” for the tickets which are kept in the bug status. As per the product behavior, every ticket would have a first response and resolution due by targets associated with it. When you change the ticket status to SLA timer ON status (i.e SLA running on tickets), the targets will still be shown on the ticket details page. Now the First response due can be removed either by adding a reply/public note on the ticket. If you do not wish to respond to such cases, you can set the ticket status as SLA timer OFF status and the SLA would no longer run on such tickets, thus removing the targets shown in the details page.


 

To turn the SLA timer OFF for statuses, you can go to Admin -> Workflow -> Ticket fields -> Status -> Bug -> Toggle off SLA timer. 

 

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Post which, The first response due by time would be removed from the ticket. 


 

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I hope this helps. 

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    bowserkb
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    • bowserkb
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    • July 12, 2022
    GOODY wrote:

    I have some tickets, that have been created internal and marked as a bug status. The problem is we do not respond to this ticket, which then triggers the “FIRST RESPONSE DUE” status. I have tried sending a response but this still isn't cleared.

    Any help is appreciated 

     

     Nice to see no one ever answered this. Now I’m asking the same question., 

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      GOODY
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    @GOODY and @bowserkb Hello there- really sorry this post got missed.

    Someone on our support team will address this shortly :)

    Thank you so much for posting on the Community 

    manns
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    • jim.stephen
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    • Answer
    • July 19, 2022

    Hi @GOODY and @bowserkb, we understand you would like to remove the “First Response Due” for the tickets which are kept in the bug status. As per the product behavior, every ticket would have a first response and resolution due by targets associated with it. When you change the ticket status to SLA timer ON status (i.e SLA running on tickets), the targets will still be shown on the ticket details page. Now the First response due can be removed either by adding a reply/public note on the ticket. If you do not wish to respond to such cases, you can set the ticket status as SLA timer OFF status and the SLA would no longer run on such tickets, thus removing the targets shown in the details page.


     

    To turn the SLA timer OFF for statuses, you can go to Admin -> Workflow -> Ticket fields -> Status -> Bug -> Toggle off SLA timer. 

     

    nTQvfvlMVx0EVqR9_kxXw_KZ-jd4QY0rFyFOvADm3Sd-1qOesFAzJloHuBcQnvTFKAHb4sQ7OWA2TNQZ67TZ4eS0WGhRsQaur-xiaslNX-aONQ7N_Fa8NQBYMMKMtlycIzRQQhBsXcHocEc3dwVQvEE

     

    Post which, The first response due by time would be removed from the ticket. 


     

    yxEQmXPVSi9xzOgWzr65TkDeSSQ-X4aRy_LeV9kpii9TEKiggJq5FLVX-P2mHiCzAXs0ysBNYrqiLh7a1bdtD276kasqiPhS9T3Rmxh08olI_knGvBUXm6d5hG3zMhgEb0rBpfpJjiO1pqYwWV0

     

    I hope this helps. 

    Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :) Cheers ! Jim Aswin, Freshworks Community
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    Leon99
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    • Leon99
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    • September 18, 2024

    is it also possible to remove the response due for specific domains or if freshdesk is in cc or bcc?

    Case: our Project managers write to clients with freshdesk in cc so we can continue following up. We prefer not to send them a message back just to remove the response due date.

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