If a ticket is forwarded by an agent email account to the helpdesk or via email channel and then reassigned to a customer’s account, the SLA clock does not start the countdown.
- For the first response time to be recorded accurately, the first post on the conversation has to be created by a customer.
- If the first recorded post is an email from an agent, Kayako cannot establish the first reply criteria on the basis of such an email. However, the SLA clock will start the countdown on the subsequent reply from a customer.
It's also worth noting that changing requester at any stage does not bear any effect on the work of the first reply timer.