Preserve the first real response and explain when the ticket waits for information or resumes work.
Service Agent distinguishes a Response from a Note before submitting the activity. Retain the message, date and intended visibility against the correct ticket. Internal investigation context should remain identifiable as internal work.
The response action processes real response evidence and retains the ticket's first response. Later activity adds to the history. An internal note does not establish the customer response that the operating team is trying to measure.
Service Agent records Pause evidence under the agreed service policy when the ticket needs to wait. Keep the reason and recorded pause information available so Service Supervisor can understand the waiting state and its due-date context.
Service Agent records Resume evidence when the agreed waiting condition ends. Review the event sequence and the ticket's permitted state transition. Stable receipts retain the result of equivalent operations without replacing the earlier first response.
And how to keep it from happening.
Start free, then use Proto to change fields, steps and approvals before your team goes live.