Next Reply SLA - How to deal with tickets that don't need a reply?

Hi Tom.  

I have similar challenges, and have tried many workarounds. For now the best workarounds for me goes something like this. 

1. Have agents satisfy the next reply target, by adding a public comment on the ticket. 

This could be done directly in the composer, or they can use a macro, or they can use a macro that activated a trigger with an autoresponse action. 

2. Make sure your notification triggers have a “comment does not contain string” condition, so it/they won't for for this particular message (the string should be pretty unique, so this isn't accidentally applied in normal conversation).

3. After the public comment had been made, the agent can toggle on the ticket events and make the comment private. This way it will not show up for the requester in later emails as part of the thread. I have a ZIS flow that does this last step automatically, but it can be done manually too.

Hope this helps. 

Your "No reply needed" macro causes false SLA breaches when customers reply because the SLA clock restarts from their original message. The best solution is to configure your ticketing system to PAUSE the Next Reply SLA clock when the "No reply needed" macro is applied (e.g., by changing the ticket status to "On-Hold" or "Waiting for Customer"). Then, when the customer replies, your trigger should RESUME the SLA clock from that new message. This accurately reflects response time and prevents skewed reports. If pausing isn't an option, some systems allow explicitly resetting/restarting the SLA clock via a trigger. 

Thanks for sharing @jacob20 !