Hi Chad,
Thanks for the above info but it will not give me an option to generate a report based on response SLA. Currently any Service Desk that is available in the Market has both response and Resolution SLA and the customers are also expecting the SLA for both as a basic requirement. It would be great if we have both response and resolution SLA in the SD report then there is no other Service Desk can match the capabilities of Kaseya due to our automation capabilities.
I have already raised a ticket CS161801, for the same and it is currently assigned to John. Following is the expectation from our side.
If kaseya gives an additional field like "Response" similar to "Resolution", then the technician will enter the initial response in that field. This response field should be attached to the "New" or "Begin" Stage. So the "New" or "Begin" stage goal time of the ticket will be the "Response Due Date". Then the reporting can be easy by kaseya itself.
Please check this feasibility of adding this feature which will simplify the reporting and matches the customer requirements.
Regards