Requires customization to reset requester wait time SLA when message re-opening

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

For the messaging ticket, the case of re-opening is repeated. Since the requester wait time tracks the time from ticket creation to resolution, the SLA from that point cannot be measured normally for tickets that have been re-registered. For your information, when the messaging ticket is re-opened, we have another agent assign the ticket to handle it.