(Originally posted on 1, July 2015)
In the Service Monitor - Time to First Response, used to be triggered by a Private Comment. This for me is a useful feature as it stops the clock from sending out an SLA Breach.
I use this feature specifically for Conversations with a person either over the phone or in person and create a ticket, then mark down notes of what needs to get done. I also use this as a means for a note stating that I called the user back, and left a Voice Message.
I would like this feature back.?
|What problem will this feature solve?:|