Is there a way that response time can be set when I add a work log or something other than sending an email from the request screen?

 

It seems that is the only way I can get the response time set, is by sending an email from the request, but sometimes we call the customer and leave a voicemail and I want that to count as a response time?

 

Just curious we are getting ready to start using this in our production environment but I don't want to fail SLA's because I cannot get this field updated.

 

Thanks for any info...

Kevin