We use Zendesk across departments and use various forms, triggers, etc. to ensure tickets get routed properly. However, we do have some crossover between departments and some tickets end up in the wrong place. When moving these tickets to another team, we need the ability to reset the SLA to First Reply so the newly assigned team can better track and improve their response time. When moving these tickets to the other teams we sometimes have already had a conversation with the customer or send them an initial message explaining why the ticket needed to be moved.
So, bottom line, we need a way to reset the SLA to First Reply when sending tickets to another department.