How to Clear the Response Due in a Ticket
BoldDesk uses “First Response Due” and “Next Response Due” metrics to track timely replies and follow-ups based on SLA policies. However, when an agent is also the ticket requester or in internal ticket scenarios, these timers may not clear automatically. This article provides practical solutions to help support teams manage response due timers effectively and maintain SLA compliance.
How to Clear “First Response Due” When the Agent Is the Requester
When an agent submits a ticket and is also assigned to it, BoldDesk may not automatically recognize their response as valid for clearing the “First Response Due” timer. Here are three effective workarounds:
Delegate to Another Agent
Assign the ticket temporarily to another agent. That agent can post an initial response to acknowledge the ticket, which clears the “First Response Due.” Afterward, the ticket can be reassigned to the original agent to continue handling the issue. Once the due is cleared, the agent can resume their role as the assigned agent, ensuring a smooth continuation of the support process.
Temporarily 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 changed, the agent can post a response to clear the timer. After the response is logged, revert the requester back to the original agent. This ensures SLA compliance while maintaining transparency.
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.
If the agent and requester are different, any agent’s public update on the ticket will typically clear the “First Response Due” automatically.
How to Clear “Next Response Due” in BoldDesk
To clear the “Next Response Due” in BoldDesk, here is the most effective method:
Post a Public Acknowledgement Reply
The most effective method is to reply publicly as an acknowledgment to the ticket. This resets the SLA timer and marks the response as completed.
Use the Clear Option
Agents can also use the “Clear” option located above the Resolution Due date on the ticket view page. This manually removes the “Next Response Due”, as illustrated below.
When the clear option is chosen, it is required to provide a reason for clearing the response due date. Consequently, the response SLA will stop and only the resolution due SLA will remain inactive. For accountability purposes, the clearing of the response due date is recorded as a private note along with the specified reason.
