Reset the First Reply SLA

Answered

2 Comments

  • Jenni

    Hello!

    Unfortunately the First Reply Time will count from ticket creation to the first public agent comment, and so there's no functionality available for resetting that first reply time. 

    However depending on your workflow, this may be a case where Next Reply Time could assist, if agents send out a public comment to let the requester know they're sending it to that team. Alternatively, the Time Tracking App may also assist in getting the work times for the work times on those tickets. 

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  • Brett Bowser
    Zendesk Community Team

    Support: Troubleshooting your Workflows & Ticket Fields AMA has ended and comments have now been closed. If you have any related questions, you can create a new post in our Support Q&A topic!

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