first response initial pass

Modules/Helpdesk/Livewire/TicketShow.php

@@ -300,6 +300,8 @@ final class TicketShow extends Component
 
     private function freshTicket(Ticket $ticket): Ticket
     {
+        app(SlaService::class)->syncFirstResponseFromComments($ticket);
+
         $ticket = $ticket->fresh([
             'status',
             'priority',

Modules/Helpdesk/Resources/views/livewire/ticket-show.blade.php

@@ -887,12 +887,19 @@
 
                 <div class="space-y-3 text-xs">
                     <div
-                        class="rounded-lg border {{ $ticket->sla_first_response_breached ? 'border-red-300 bg-red-50 text-red-900 dark:border-red-900 dark:bg-red-950 dark:text-red-100' : 'border-emerald-200 bg-emerald-50 text-emerald-900 dark:border-emerald-900 dark:bg-emerald-950 dark:text-emerald-100' }} p-3">
+                        class="rounded-lg border {{ $ticket->sla_first_response_breached ? 'border-red-300 bg-red-50 text-red-900 dark:border-red-900 dark:bg-red-950 dark:text-red-100' : ($ticket->first_response_at ? 'border-emerald-200 bg-emerald-50 text-emerald-900 dark:border-emerald-900 dark:bg-emerald-950 dark:text-emerald-100' : 'border-amber-200 bg-amber-50 text-amber-950 dark:border-amber-900 dark:bg-amber-950 dark:text-amber-100') }} p-3">
                         <div class="text-[0.68rem] font-semibold uppercase tracking-wide">First response</div>
-                        <div class="mt-1">
+
-                            {{ $ticket->first_response_at?->format('d M Y H:i') ?? 'Awaiting response' }}</div>
+                        @if ($ticket->first_response_at)
-                        <div class="mt-1 text-[0.68rem] opacity-75">Due
+                            <div class="mt-1 font-semibold">Responded</div>
-                            {{ $ticket->sla_first_response_due_at?->format('d M Y H:i') ?? 'Not set' }}</div>
+                            <div class="mt-1 text-[0.68rem] opacity-75">
+                                {{ $ticket->first_response_at->format('d M Y H:i') }}
+                            </div>
+                        @else
+                            <div class="mt-1 font-semibold">Awaiting public reply</div>
+                            <div class="mt-1 text-[0.68rem] opacity-75">Due
+                                {{ $ticket->sla_first_response_due_at?->format('d M Y H:i') ?? 'Not set' }}</div>
+                        @endif
                     </div>
 
                     <div

Modules/Helpdesk/Services/SlaService.php

@@ -6,6 +6,7 @@ namespace Modules\Helpdesk\Services;
 
 use App\Models\User;
 use Modules\Helpdesk\Models\SlaPolicy;
+use Modules\Helpdesk\Models\Comment;
 use Modules\Helpdesk\Models\Ticket;
 use Modules\Helpdesk\Models\TicketSlaEvent;
 
@@ -38,28 +39,81 @@ final class SlaService
         return $ticket->fresh() ?? $ticket;
     }
 
+    /**
+     * Record a public ticket response and satisfy the first-response SLA.
+     *
+     * A public Helpdesk response is deliberate customer-visible communication,
+     * so it must satisfy the first-response SLA even in local/single-user
+     * support workflows where the same authenticated user may be testing both
+     * sides of the ticket conversation.
+     */
     public function recordPublicResponse(Ticket $ticket, User $actor): void
     {
-        if ($ticket->first_response_at === null && (int) $ticket->user_id !== (int) $actor->id) {
+        $respondedAt = now();
-            $breached = $ticket->sla_first_response_due_at !== null && now()->greaterThan($ticket->sla_first_response_due_at);
-            $ticket->forceFill([
-                'first_response_at' => now(),
-                'sla_first_response_breached_at' => $breached ? now() : $ticket->sla_first_response_breached_at,
-            ])->save();
 
-            TicketSlaEvent::query()->create([
+        if ($ticket->first_response_at === null) {
-                'ticket_id' => $ticket->id,
+            $this->markFirstResponse($ticket, $respondedAt);
-                'sla_policy_id' => $ticket->sla_policy_id,
-                'event' => 'sla.first_response',
-                'due_at' => $ticket->sla_first_response_due_at,
-                'occurred_at' => now(),
-                'breached' => $breached,
-            ]);
         }
 
         $ticket->increment('public_replies_count');
     }
 
+    /**
+     * Rebuild first-response SLA state from the earliest public comment.
+     *
+     * This keeps older tickets correct when public comments existed before the
+     * explicit Public/Internal selector was added or when counters were manually
+     * changed outside the SLA service.
+     */
+    public function syncFirstResponseFromComments(Ticket $ticket): void
+    {
+        if ($ticket->first_response_at !== null) {
+            return;
+        }
+
+        /** @var Comment|null $firstPublicComment */
+        $firstPublicComment = Comment::query()
+            ->where('ticket_id', $ticket->id)
+            ->where('is_internal', false)
+            ->whereNull('tombstoned_at')
+            ->oldest('created_at')
+            ->first();
+
+        if ($firstPublicComment === null) {
+            return;
+        }
+
+        $this->markFirstResponse($ticket, $firstPublicComment->created_at ?? now());
+    }
+
+    private function markFirstResponse(Ticket $ticket, mixed $respondedAt): void
+    {
+        $respondedAt = $respondedAt instanceof \Illuminate\Support\Carbon
+            ? $respondedAt
+            : now();
+
+        $breached = $ticket->sla_first_response_due_at !== null
+            && $respondedAt->greaterThan($ticket->sla_first_response_due_at);
+
+        $ticket->forceFill([
+            'first_response_at' => $respondedAt,
+            'sla_first_response_breached_at' => $breached ? $respondedAt : null,
+        ])->save();
+
+        TicketSlaEvent::query()->firstOrCreate(
+            [
+                'ticket_id' => $ticket->id,
+                'event' => 'sla.first_response',
+            ],
+            [
+                'sla_policy_id' => $ticket->sla_policy_id,
+                'due_at' => $ticket->sla_first_response_due_at,
+                'occurred_at' => $respondedAt,
+                'breached' => $breached,
+            ],
+        );
+    }
+
     public function recordClosure(Ticket $ticket): void
     {
         $breached = $ticket->sla_resolution_due_at !== null && now()->greaterThan($ticket->sla_resolution_due_at);

Modules/Helpdesk/changelog.yaml

@@ -50,3 +50,13 @@
     - Added the same visibility selector to threaded response forms so replies can be made public deliberately.
     - Added public/internal badges to conversation entries so response visibility is obvious after posting.
     - Preserved append-only changelog history and avoided adding unused JavaScript or orphan files.
+
+- version: 1.9.35
+  date: 2026-06-23
+  type: bugfix
+  summary: Fix Helpdesk first-response SLA status after public replies.
+  changes:
+    - Updated public Helpdesk responses so they satisfy the first-response SLA state instead of only increasing the public reply counter.
+    - Added first-response SLA synchronisation for existing tickets that already have public replies but a missing first_response_at value.
+    - Improved the SLA card wording so pending tickets say Awaiting public reply and responded tickets show Responded.
+    - Added regression coverage for public response SLA state and preserved append-only changelog history.

Modules/Helpdesk/module.json

@@ -22,5 +22,5 @@
         "Modules\\Helpdesk\\Providers\\HelpdeskServiceProvider"
     ],
     "files": [],
-    "version": "1.9.34"
+    "version": "1.9.35"
 }