Time to firste reponse

[Bianca de Weerd]

I've noticed that when the counter is Paused and I comment to customer the time to first response is not set. It works during the "not pauzed". Please help.

[Liam Green]

Hi @Bianca de Weerd 

Can you clarify your issue please? 

Are you saying that the SLA doesn't pause when it is in status 'paused'?  

Or that a comment on the issue doesn't automatically change the status?

Regards, Liam

[Bianca de Weerd]

Yes, but I think I found the issue. Because the reporter is not a customer I don't work. (Its an agent). Is there a possibility to make an agent also a customer?

[Liam Green]

Hi Bianca

Agents can be customers, yes - they should automatically be so.  If needed, you can add them as a customer, but automation to change status doesn't usually work when the assignee and reporter is the same so you will need to make your agents aware of this