manual "response" to requests
Currently the only way to respond to a ticket to meet SLA is to send an email. We need to be able to respond by either adding a note or clicking another manual button for example as not all our customers have email addresses registered and 90% of our calls come via the phone and our response could be a return phone call or remote access. Currently we are unable to report on response SLA due to this limitation. It would be ideall if something could be implemented to address this in the very near future... i have seen a number of discussions about this type of request but not much feedback on a time frame. for us It could be something as simple as a "responded button" that populates the time and date of the response field or the ability to respond by adding a note to a request.