How to Clear the First Response Due of a Ticket When the Agent and Requester Are the Same

In situations where an agent is both the requester of a support ticket and the assigned agent, they are unable to clear the first response due themselves. This is due to the fact that in such cases, agents are treated as customers, and any updates they make to the ticket are regarded as customer interactions. As a result, the first response due remains uncleared by the agent.

Solutions

To address this unique challenge, support teams can consider implementing one of the following solutions:

Delegate Another Agent:

In this approach, the agent can request assistance from a colleague or another available agent to clear the first response due. The delegated agent can post an update to the ticket, acknowledging receipt of the request and ensuring it meets the response time criteria. Once the due is cleared, the agent can resume their role as the assigned agent, ensuring a smooth continuation of the support process.

Change the Requester:

To circumvent the system’s treatment of the agent as a customer, the agent can temporarily change the requester of the ticket to another individual, such as a team lead or supervisor. Once this adjustment is made, the agent can proceed to post an update, effectively clearing the first response due. Afterward, the requester can be changed back to the original agent. This method maintains transparency while ensuring adherence to response timeframes.

Use the On Hold Status:

In scenarios where the agent requires additional time to respond to the ticket, they can utilize the “On Hold” status. Placing the ticket on hold effectively pauses the Service Level Agreement (SLA) clock, granting the agent more time to prepare a comprehensive response without triggering any overdue alerts. Once ready, the agent can resume the support process, ensuring that the first response due is met within the SLA timeframe.