Would be nice, I do the same thing here. I have a custom field in my ticket creation that’s a checkbox for “Agent Created Ticket” that I check when creating a phoned in ticket while I’m talking to the user. Would be nice that if that’s checked I could set the response need to be skipped. I could use that to set the trigger for bypassing the response in the SLAs.

I would like to know the same.

I would really like both the response time to be ‘reached’ when an agent adds any note to a ticket and for agents claiming a ticket in the system to not receive an email that the ticket was assigned to them -- of course they know it was assigned to them, they did the action. :) 

Hi Shannon.

This two-stages approach may be helpful:

1. Create a workflow when the ticket is raised to have a variable set when the creator is the Agent:

   

    

2. Create a SLA Policy that checks for that variable and value, and if true/enabled/set, use this SLA policy, in which Response Due is the highest possible value:

   

Regards,

Hi. You have gone half way with the proposed approach I have just given. You could give a try to the step 2 of it.

Sincerely,

Hi. I’m not sure to follow on this. Would you please elaborate your cases (I think there are two cases in your statement)?

Cheers.

If the response due is the longest needed, won’t it still show a response due?  it won’t go late, but the response due will still be there, right?