The response time is not updated
The ticket preview says that Customer responded 4 days ago but the ticket itself was updated several times since then. The last entry is 14 hours ago.
Is there a way to refresh the preview, so it displays correctly?
The preview on the ticket list page will show you the latest response/note added to the ticket. It doesn't take in consideration the changes made to the ticket properties. Can you please confirm if there are any responses/notes added to the ticket since the last update?
There were several replies. All were added after the 4 days ago mark. All replies were from the customer side if that matters.
I've created a support ticket to troubleshoot this issue further. Please share the ticket related information and screenshots on the ticket.