BoldDesk uses First Response Due and Next Response Due to measure response timeliness based on SLA policies. In tickets where the assigned agent is also the ticket requester (or in similar internal-ticket scenarios), BoldDesk may not treat the agent’s own reply as an eligible “customer-facing” response for clearing First Response Due automatically. The sections below list practical, support-safe ways to manage these timers and maintain SLA compliance.

Clear First Response Due when the assigned agent is also the requester

When the requester and the assigned agent are the same person, BoldDesk may not automatically recognize that agent’s update as the first qualifying response for First Response Due.

How to Handle First Response SLA When the Assignee Is the Requester

When the assigned agent is also the ticket requester, BoldDesk may not treat that agent’s first update as a valid first response for clearing First Response Due. This section lists practical, controlled workarounds you can use to clear the first response SLA timer (or pause it when necessary) while keeping the ticket record accurate and audit-friendly. Choose the option that best matches your scenario based on how much you want to change the ticket’s assignment or requester details.

1. Delegate to another agent (temporary reassignment)

Use when you need the SLA timer cleared with minimal record changes.

Steps

1. Reassign the ticket to a different agent.
2. The second agent posts a public reply acknowledging the ticket (for example, “Received—reviewing now.”).
3. Confirm First Response Due is cleared.
4. Reassign the ticket back to the original agent.

Result

• The acknowledgment reply clears First Response Due.
• The original agent can continue handling the ticket after reassignment.

2. Temporarily change the ticket requester

Use when you want the assigned agent to post the first public reply, but BoldDesk is treating that agent as the requester.

Steps

1. Change the Requester field to another person (for example, a lead or supervisor).
2. The assigned agent posts a public reply to acknowledge the ticket.
3. Confirm First Response Due is cleared.
4. Change the Requester back to the original agent.

Result

• The agent’s public reply is treated as a valid first response, clearing First Response Due.
• Requester attribution is restored afterward for transparency.

3. Use On Hold to pause the SLA clock

Use when you cannot provide a meaningful first reply in time and need to prevent overdue alerts.

Action

• Change ticket status to On Hold.

Effect

• On Hold pauses the SLA clock, giving additional time before resuming the response process.

Expected behavior when requester and agent are different

If the requester and agent are different users, then any agent’s public update on the ticket will typically clear First Response Due automatically.

Clear Next Response Due in BoldDesk

In BoldDesk, Next Response Due tracks the follow‑up response SLA timer after the first response has been sent. When a customer replies, BoldDesk recalculates the response due time based on your SLA targets, and the timer is typically cleared or reset when an agent posts a qualifying public reply.
This section explains two supported ways to remove Next Response Due: a recommended approach that keeps SLA tracking intact by posting a public acknowledgment reply, and a manual Clear option that removes the due value but stops the response SLA going forward (leaving only the resolution due SLA active).

1. Post a public acknowledgment reply (recommended)

Action

• Post a public reply acknowledging the ticket.

Effect

• Clears/resets Next Response Due based on SLA policy logic by recording a qualifying response.

2. Use the Clear option (manual removal)

Where

• In the ticket view, use the Clear option located above the Resolution Due date.

  

What you must provide

• A reason is required when clearing the response due date.

What happens after Clear

• Next Response Due is manually removed.
• The action is recorded for accountability as a private note including the provided reason.
• After clearing, the response SLA stops, and only the resolution due SLA remains active.

Troubleshooting (when timers do not clear as expected)

“First Response Due” did not clear after the agent replied

• Confirm whether the requester is the same person as the assigned agent. If yes, use one of the three workarounds (delegate, change requester, or On Hold).

“Next Response Due” is still showing after updates

• Confirm the reply was a public reply (not an internal/private update).
• Confirm that the agent providing the update is not the same as the ticket requester.
• If a public acknowledgment is not appropriate, use the Clear option and document the reason.

SLA timer is running but the team needs more time

• Use On Hold to pause the SLA clock (when your process allows pausing response timing).
• Post an acknowledgment reply

Frequently Asked Questions

1. Why didn’t “First Response Due” clear after the assigned agent replied?
   If the assigned agent is also the ticket requester, BoldDesk may not treat that agent’s own reply as an eligible “customer-facing” first response, so First Response Due may not clear automatically. Use one of the listed workarounds (delegate temporarily, temporarily change requester, or use On Hold) to manage or clear the first response timer.

2. Which workaround should I use if I want to clear “First Response Due” with minimal record changes?
   Use Delegate to another agent (temporary reassignment) when you want the SLA timer cleared with minimal record changes. Reassign the ticket briefly so another agent can post a short public acknowledgment reply, then reassign the ticket back to the original agent.

3. When should I temporarily change the ticket requester to clear “First Response Due”?
   Use Temporarily change the ticket requester when you want the assigned agent to post the first public reply, but BoldDesk is treating that agent as the requester. Change the requester to another person, post the public reply, confirm First Response Due clears, then restore the original requester for transparency.

4. What is the recommended way to clear or reset “Next Response Due”?
   Post a public acknowledgment reply. This records a qualifying public response, which clears/resets Next Response Due based on SLA policy logic.

5. What happens when I use the “Clear” option to remove “Next Response Due”?
   When you use Clear:

   • You must provide a reason for clearing the response due date.
   • Next Response Due is manually removed.
   • The action is recorded for accountability as a private note including the reason.
   • After clearing, the response SLA stops, and only the resolution due SLA remains active.