First Reply Time Metric Not Working
Why isn't the first reply time metric working on my ticket?
The first reply time metric might not work if a ticket is created by an agent on behalf of an end user, and the first comment is public. In this case, the first reply target is considered fulfilled at ticket creation because the agent's public comment is seen as the first reply.
To address this, you can create exceptions in your advanced settings to ensure the first reply time metric is applied correctly.
More related questions
Why isn't my new SLA policy being displayed on existing tickets?
If your new SLA policy isn't showing up on existing tickets, it's likely because SLAs are based on ticket events. For an SLA policy to match tickets, an event such as ticket creation or ticket update must occur. Without such an event, the ticket…
Why is my SLA only applied to some tickets?
If your SLA is only applied to some tickets, it might be because those tickets don't have a set priority. SLAs require a ticket priority to apply, and this priority must be the system default field, not a custom one. Without a priority, the SLA…
Why doesn't the SLA pause when the ticket status is pending?
The SLA timer doesn't pause when a ticket status is changed to Pending because the ticket is waiting for agents to fulfill the first or next reply time metric. There are four SLA targets that don't pause in pending status: First Reply Time, Next…
Why are target hours showing incorrectly for my SLAs?
If your SLA target hours seem incorrect, it's because SLA badges are displayed in calendar hours, not business hours. This design shows real-time remaining, helping agents prioritize work. Even if you calculate target time in business hours, the…
Why does a newly applied SLA execute an additional breach event?
When a new SLA policy is applied to a ticket that already had an SLA breached, the system records another breach event at the time of the update. This happens because the system can't modify past ticket events history. The SLA counter always looks…
Why don't I see an SLA badge on a ticket with an SLA policy?
There are several reasons why an SLA badge might not appear on a ticket with an SLA policy applied. It could be due to the ticket not meeting all the conditions of the SLA policy or other configuration issues. For more detailed information, refer…
Why don't updates to schedules reflect in SLA targets?
When you edit a schedule, including adding or removing holidays, SLA targets don't automatically update. However, if a ticket receives an SLA update, it will reassess its targets. Changes like a public comment, status change, priority change, or…
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