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Waiting for support time, what is included?



I am struggling with understanding waiting on suppport time. What is included in that time.


Does it include time to first response or not?

1 answer

0 votes
Jack Community Leader Jul 14, 2021

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.

Jack Community Leader Jul 15, 2021

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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