Hi
I am struggling with understanding waiting on suppport time. What is included in that time.
Does it include time to first response or not?
I am not even familiar with waiting on support time to be honest. Could you share a screenshot of where you are seeing this?
I have highlighted the column that shows the waiting for support.
So that is an SLA defined in your instance. To understand this you should go into project settings > SLAs and view that specific SLA.
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