Clear first response due when agent and contact are the same
started a topic
17 days ago
We have instances where an agent might want to open a ticket for themself and they are the appropriate agent and contact. When doing this, it is impossible to clear the first response due flag unless you change the contact to someone other than yourself and add a reply or public note.
The issues we have with this annoying workaround:
Extra step of setting the contact temporarily to anything other than yourself just to send a pointless reply/public note
Sends an unnecessary email notifications to that temporary contact
Can we have a setting that says if Agent and Contact are the same, first response due does not apply?