We are new to Freshservice, so I apologize for a very elementary question. For the SLA Response Time, what constitutes a response? We have incidents we have added a note and assigned an agent, but still shows pst due on response. I am not sure what trigger marks it as “responded”.
Thanks!
+8Using the reply function is what is counted for response time. Using notes does not affect response SLA.
+12Hi.
Adding to Keefe response , you may find these links helpful:
https://support.freshservice.com/en/support/solutions/articles/234443-replying-to-tickets
https://support.freshservice.com/en/support/solutions/articles/154906-replying-to-tickets
Regards,
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