We're starting to depend heavily on our first-response timers to ensure quality of service. From my understanding, the timer is stopped using three methods:

1) When a reply to the requester is made via the reply button on the ticket.

2) When a worklog entry is made and the (consider this first response button is checked).

3) When the time is stopped manually (privileged).

My question has is around the second option, the work log:

a) Let's say my tech is calling someone to work on this issue and has them on the phone. They start a worklog entry started and will complete it once the call is over. Is the first response timer stopped according to when the worklog was started or when the worklog was saved? If it is the latter, we're going to need an option to stop the worklog timer when the log is started, because some calls can take longer than the first response sla. Thoughts?

b) If someone has already replied (and, thus, stopped the first response timer), and someone else enters a worklog and checks 'consider worklog as the first response, what is the net effect on the first response timer? Does it keep the original first response or does the new time replace the existing first responds.

Thanks,

Adam