setup First Reply Time By Event(hr)[ Avg] on Explore report


  • Graeme Carmichael
    Community Moderator


    You can create a metric to find the internal comment time since the ticket created easily enough:


    But the problem is finding a level of aggregation then the minimum value to pick out the first internal comment.

    In Insights, you can use the BY keyword to select the aggregation as you have found. 

    In Explore, we have result manipulation to find the Bottom values per row or you can do a bottom value as a database query, But is all a bit messy.

    I believe this beta programme may help and this may be the best way to address your need.  


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