Auto response not registering as first_response

  • Used Zammad version: 3.2.x
  • Used Zammad installation source: Debian Package
  • Operating system: Ubuntu 18.04
  • Browser + version: Firefox 72.0.1

Expected behavior:

  1. Customer emails support
  2. New ticket created
  3. SLA ‘first response’ timer starts
  4. The following trigger fires and sends auto-response:
  5. The first response is logged & the first response SLA timer stops

Actual behavior:

At step 5, the first response is not logged:

mysql> SELECT id, title, first_response_at, first_response_escalation_at FROM tickets WHERE id=102;
| id  | title | first_response_at | first_response_escalation_at |
| 102 | Test  | NULL              | 2020-03-31 10:38:31.788      |

So the ticket escalates when the ‘first response’ countdown timer gets to 0

That’s correct behaviour. Trigger based mails to not count as answer in terms of SLA escalations.
We require the agent to react by either phone note or email to the ticket to resolve the escalation state.

I mean… the whole reason for SLAs is not automatically answering the customer “thanks we received your issue” but to actually start working on the issue within the specified time.

Makes sense, thanks for the response!

For us, our policy only states we’ll acknowledge receipt within 1 working day (generic response) and update every 5 days following. I’ll get around this by switching off the initial response SLA

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