Nick Scully

^ We have the exact same use case. Our SLA reporting is consistently inaccurate due to weekly “breaches” on tickets that we have already replied to, and we need to spend manual time reviewing all breaches to determine what is and is not legitimate. 

The solution to have a First Reply timer fire right away from internal notes (especially when a ticket is created by a Light Agent forwarding a customer email) would be ideal. 

I'm very hopeful this release does not continue to be delayed.