We have a SLA timer in the background running to always caculate a 2 hour response time. We also have a rule that tickets always reopen if a customer responds.
However sometimes the support email is corresponded with when clients have an internal convesation. Each time we resolve and we want it to reopen to monitor the conversation.
However since the next response time is calculated from the customer's last response, this leads to the next response violation since the timer reopens.
The only workaround support gave me to stop the timer is to create a public note. Which is burdensome to do in each correspondence.
Any ideas how to stop a timer when the ticket is resolved. If it opens it restarts the timer from new response and forward.
I have requested a feature to edit the next response SLA however if I don’t have upvotes it is not made priority.