Require first response before closing?
We recently started to measure first response SLA's by using Zoho Reports. It's great, but things are thrown off if a ticket does not have a first response. I know this can be solved by a tech either responding or checking the "first response" box in a work log, but is there any way to require/enforce this? Or default the resolution time as the first response?
Thank you for your help,
-Mark