Disable First Response Escalation when New Phone Ticket

[pmontesd]

Hello:

At my company, I don't see the point of starting the First Response Escalation timer when a New Phone Ticket has been created, as our Level 1 Support includes some basic troubleshooting activities.

Is it possible to disable or just stop the First Response Escalation when creating a New Phone Ticket?

I would really appreciate any help!

Regards,

[Wolfgangf]

You might want to use "New Email Ticket" instead of "New Phone Ticket" which satisfies the first response time immediatelly
That's at least how we do it

[bexorzist]

@pmontesd

Did you solve your issue and could you share your solution? Because we're at the same point and do not want that the first response timer starts when a new Phone ticket is created. Wolfgangs solution isn't really helpful because we definetly have cases where we need the new phone ticket function.

regards
bexorzist

[crythias]

Phone is considered inbound from customer. If the call is merely being triaged, first Agent response hasn't happened.

[skullz]

in SLA/Service or Queue, juts remove the time from First Response Time field..

[bexorzist]

We're not using SLAs at the moment and removing the Response Timer would affect all ticket types in the queue. I made a default answer with a short notice that the ticket has been created which should be send within the response timer. Anyway, it's still our opinion that a phone ticket should not start a response escalation timer. Regardless if incoming or outgoing.

[crythias]

If you are not using SLA, your need is a good reason to have one specific to this purpose.