You can edit the resolution time on a given ticket, but you cannot edit the first response time. There are cases where first response doesn’t make sense (e.g., when there’s communication with the requestor via other channels) and I’d like to be able to remove or defer it.
This has previously been asked on the old system here: https://support.freshdesk.com/support/discussions/topics/50000002966
+11I would very much like this functionality implemented for Freshservice too, (we do not have fresh desk) We do not consider our tickets logged via the phone to need a first response SLA as you have already spoken to them on the phone.
Ideally if you can split out the First Response and Resolution SLA’s so we can apply the SLA that we need.
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