Hello,

I have a question regarding the following:

SLA first reply time targets are fulfilled when a ticket is solved, even if the ticket never had a public comment from an agent.

Does this mean for Chat tickets where we have the chat transcript getting added/appended to the Support ticket as a Public comment from the End User that if the Agent goes to that support ticket and fills in remaining Agent only required form fields and marks ticket as solved without a public reply, as no further communication is needed, the SLA will be considered met or breached based on the time the Agent marks the ticket as solved?

I do see in the ticket events that the SLA policy is being applied, hard to tell what the specific event line that shows if its met or breached, if that can even be seen.

Thank you

Amanda