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Response time definition

Hi,


I would like to know how the response time in the SLA is defined:

  • put a comment/reply on the ticket
  • assigning an agent
  • ...

Could you please verify? Thanks!

Best Answer
We take the 1st Response/Note/Reply for the Response Time SLA Metric

regards
Vijay

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Answer
We take the 1st Response/Note/Reply for the Response Time SLA Metric

regards
Vijay