Time to first response - when the customers are contacted by an agent with an acknowledgement of the ticket. It is important to assure that their tickets are being looked at. It is usually short - less than few hours.
Time to resolution - actual time it takes to resolve the ticket and provide solution. It can be few hours to few days depending upon the impact and urgency and few other parameters.
I guess you are using JSD and these SLAs are already pre-configured which can be modified as well.
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Remember that time you realized it was possible to refresh your Jira data in Google sheets with just one click? What if we told you that you can now get the latest data with no clicks at all?! Zero! ...
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