Larry Barker

This article says, "An agent creates a ticket. Timing starts when the ticket is created and ends at the agent's next public comment."

Does this mean that if an agent creates a ticket and sends a public reply as part of the ticket creation process, the "first reply time" clock will keep ticking until they send a second email? 

One group in our org does this frequently, so I'm just trying to understand the impact on first reply time (and other downstream metrics) for that group.