I've noticed many of our tickets still have the response SLA clock ticking even though there have been multiple notes entered and emails sent in that ticket. What triggers the Response SLA to know that you have responded to the user?
Normally a ticket should switch from 'Initial Response' to 'Resolve Time' when an agent makes a public response. This however doesn't happen if the agent is also the user of the ticket or a CC user. The Resolved time will keep on ticking until the ticket has been closed.
If this doesn't happen then there might be an error occurring somewhere. This was the case in one of our previous versions.
