Hi, I am experiencing an issue with my newly created SLA. I set up an SLA to require a first response within 1 hour. After creating a ticket using my “customer” account, the SLA was applied, and the countdown began as expected.
However, when I logged in with my admin account, I assigned myself as the ticket owner, changed the ticket state to active, and added a public note (assuming this would count as a response), but the SLA time continues to count down.
Is a public note not considered a response, or am I doing something incorrectly?
when I remember correctly, only mails and telephone articles stop the SLA. a public note does not stop the SLA timer.
If I am wrong, please correct me.
first is the note (which don’t stop the SLA), second is a telephone article and the third is an email.
If you switch to telephone or email the article should also switch to be public.
You should also have an “reply” button under the customers article to automatically make a email article (when correct email settings are configured)
But as you can see I can’t see the email icon there, do I have to turn it on somewhere in settings? My email configurations should be correct because I am receiving emails and I can also receive tickets through email.
Your group decides what email address is being used outgoing. It technically can differ from the email address(es) that go into that group and thus is a decoupled setting from the incoming channel one.
