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"Respond" to tickets only possible by replying through fresh desk?

In my support team, about 80% of the time, our first response is a phone call to the client. Currently I cannot find anyway that we can track our "first response time" accurately unless we respond via email within Freshdesk. Is there really no way to track a contact/response that happened outside of Freshdesk? This seems like a massive oversight.

I'm currently investigating whether Freshdesk is the right solution for my team and this could be an absolute showstopper.

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