Time to First Response SLA not stoping when Comment is posted using Add Internal note

Question

I have created an SLA Time to First Response which should stop when the first comment is posted, it works when a comment is posted using the ”Reply to Customer” option but if the Comment is posted using “Add Internal note” then first response time - SLA does not stop and it fails, can we do something about it?

Jack Brickey · Accepted Answer

Time to first response is meant to refer to a response to the customer. You could consider another action for stoppage, e.g. a transition to say in progress.