This isn't much of an issue, but is there a way to disable the initial response time for tickets that have been initiated by the agent and are self-assigned?
I get that the initial response time makes sense even for agent initated tickets when there is
no agent assigned during creation, or if there is
another agent assigned. In those cases, an agent still needs to read about it and actually acknowledge that they will deal with the issue.
That's not really the case if you set yourself as the agent though.
Case:
I notice a Thing.
I create a ticket for the user, assign myself during ticket creating, check "agent initiated" and type "Hey User, I see that you have a Thing. I'm going to fix that for you!"
The ticket then goes to "initial response time" SLA.
I then have to make a ticket update. "Hey User. You know that Thing that three seconds ago I told you I was going to fix? Yeah, I'm totally going to do that now!".
Like I said, not a big issue, but I wanted to bring this to your attention.
