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?
It started as any story starts, on a normal, rainy day. Admin meets App, and her name was Klok2, and like any first relationship we were both trying to make it work but neither one knew what...
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