Time to firste reponse

I've noticed that when the counter is Paused and I comment to customer the time to first response is not set. It works during the "not pauzed". Please help. Screenshot 2020-09-29 at 14.22.40.png

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Hi @Bianca de Weerd

Can you clarify your issue please?

Are you saying that the SLA doesn't pause when it is in status 'paused'?

Or that a comment on the issue doesn't automatically change the status?

Regards, Liam

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Yes, but I think I found the issue. Because the reporter is not a customer I don't work. (Its an agent). Is there a possibility to make an agent also a customer?

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Hi Bianca

Agents can be customers, yes - they should automatically be so. If needed, you can add them as a customer, but automation to change status doesn't usually work when the assignee and reporter is the same so you will need to make your agents aware of this

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Time to firste reponse

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