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I was looking at a ticket that had sat for days after creation without being touched. The requestor added a note asking for an update and this date/time is showing as the Initial Response Time. Why did this happen and is there any way to limit this to an agent adding a note?

Hi ​@stolan2,

Thanks for reaching out!

In Freshservice, the First Response SLA is satisfied only when an agent adds a public reply to the ticket. Any public note added by the requester will not count as a valid first response and therefore does not fulfill the SLA.

Just to clarify:

  • Agent public replies = ✅ counted for SLA

  • Private notes or any updates not visible to the requester = ❌ not counted

  • Requester comments = ❌ not counted

If you're still experiencing issues where the SLA appears to be incorrectly marked as fulfilled, feel free to reach out to Freshservice Support, and we’ll be happy to assist further.

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