From an Agent's point of view, only a reply or a public note will be classified as a response. These are the ones that could be viewed on a ticket by a customer and the response time would be calculated based on this.
SLA policy and timer is tied to the response sent by an agent on a ticket. A private note isn't visible to the customer and hence wouldn't be considered to be a response/first response of that of an agent.
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article