Please check if the ticket has a private note/ Forward (Check for a lock symbol next to the note) or if it has a public note/ reply. If the reply is private then it would not be considered as a response by Freshdesk, because it is not displayed to the customer.
My ticket shows 'Response Due' though it has a response already Print
Modified on: Wed, 21 Nov, 2018 at 4:09 PM
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