Reset the First Reply SLA

Answered

1 Comments

  • Jenni
    Zendesk team member

    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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