Ticket Notification to update first response

[hypex]

Hi there

We have a Ticket Notification setup on event TicketResponsibleUpdate that emails the client saying the ticket has been assigned to Support Agent X. Is there anyway to make this count as the First Response Time (Communication type system – email-notification-ext) ?

[Eggllo]

I don't believe that automatic notifications will ever count as a first response time, and probably for a good reason since it's not really much of a response, just an automated notification. The only way I could think of doing it would be through some custom code somewhere.

There's a pretty good post on the same topic here:
viewtopic.php?t=15757

[hypex]

Thanks Eggllo for the link