Good time of day everyone
I would love to see ability to calculate Solution SLA not from creation of ticket, but from “First Response” time.
The logic behind such request is that SLA contracts differ in nature. For small companies support contracts have a few loose moments, like Solution time being calculated not from ticket creation, but from the moment that agent actually started to work on the problem. So being able to use such logic would be nice addition.
With best regards,
User of Zammad system