Hi everyone,

I have setup some Rules and email templates so that when a ticket is assigned in Zoho Desk it automatically emails the Contact telling them who is working on the ticket, the priority of the ticket and what the SLA response time is.

The bit I can't seem to crack is how to mark the ticket as responded to for purposes of the SLA.  Do my agents really have to type something manually every time to say they are working on the ticket for purposes of ticking off the "Response Due Date".  From what I can tell, pressing the "Clear" button removes the ticket from any of the SLA reporting.

many thanks in advance,

Scott