We sort our tickets by which ones are closest to SLA. One issue we have currently is that every time a customer responds to their own ticket it updates the SLA even if no agent has touched the ticket.

Example: If we have an 8 response hour, if after 7 hours we have not touched the ticket, but the customer responds, it will extend the SLA another 8 hours.

A few times this has happened multiple times causing us to not notice the ticket for several days because the customer kept responding (as it was ugrent) but that just kept pushing it to the bottom of our queue, making things worse.

My question is: Is there a way to have the SLA response time only update if an agent actually responds, and not to update it if the customer sends another email to their own ticket?