SLA isn't being satisfied upon responding

[alex.webber]

Hi,

We're working with a new team in Gladly and for whatever reason when we do a first response on our tickets the SLA isn't being fulfilled - what are the reasons as to why this would happen?

Please advise,

Thank you!

~Alex

[Marcus Jones · Accepted solution]

I don't think there is a "Finish Counting Time When" an agent comments on a ticket only the customer. What you could do is set a trigger so that when an agent comments on a ticket it transitions to another status and then stop counting based on that status. 

[alex.webber]

Awesome - thanks for clarifying @Marcus Jones 

[Mikael Sandberg]

You need to look at how your SLA is configured, and especially the "Finish counting when..." section. The default one looks like this and stops the clock when a comment to the custom is added, status is changed or the resolution is set.