Hello @lindahead! I wanted to let you know that I have not forgotten about you . I am waiting for some more clarification from a team member and will get back to you as soon as I hear back. Thank you for reaching out to the community. Talk soon!

Hey there, @lindahead. The default response time calculates how long the ticket has been in the submitted status. So, moving it to "On Hold" should qualify as responding to a ticket since it is no longer in the submitted status. I hope this helps! Please reach out if you have any more questions.