We get "Ticket overshot its Response Due time" when we don't expect it and don't want it. It results in "Response Violation" in our analytics.

What I observe:

- We respond timely to a ticket

- We resolve and close the ticket

- Customer re-opens a ticket (or we change the category)

- SLA gets applied (again)

- Response due time gets reset to the original deadline, 99% of the time this is in the past (despite a reply has already been sent)

- "Ticket overshot its Response Due time" is triggered and the SLA Violated Type becomes "Response Violation"

Our SLA executes on Field Update: Status, Category

Thus the SLA is re-applied when a ticket is re-opened by a customer.

Not having it trigger on Field Update: Status leads to On Hold tickets not extending their Resolution Due date.

The option: "Calculate response and resolution time from Ticket created time" is a bit confusing for me, what is the alternative?

"When" in our Service Level Agreement", as configured in Zoho Desk setup:

Part of "Targets":