This is a really useful gadget for us to measure SLA but changing a new ticket to 'in progress' is also a response to the customer. Why does the gadget only consider a comment to be a response? is there a workaround?
I thought this was a bug until finding this thread - as it stands today this feature should be called "time to first comment" since it doesn't actually show the time to first response (changing the status of a ticket from "submitted" to "in queue" in my case).
Hello! My name is Genevieve Blanch, and I'm the Marketing Manager at RefinedWiki, creators of apps to give teams the tools to customize Atlassian platforms. Currently, 44% of the tech team at Re...
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