Problem Definition

When Agent is added as Reporter, Request Participants, Approver or Member of Organization, then Comments for Customer made by Agent will be considered as Customer comments rather Agent comments.

If the SLA condition is created with Comments for Customer, then Agent comments will not be considered for SLA Met condition.

Suggested Solution

An option to ignore considering Agents as Customer if they are added in Reporter, Request Participants, Approver or Member of Organization

Why this is important

SLAs are critical for customers

Workaround
Remove Agents from Reporter, Request Participants, Approver or Member of Organization and force recalculate SLAs.
Time to first response SLA not stopping when an agent adds a comment to the ticket