There are a couple of other threads on this but none directly address this issue. If an agent creates a ticket on behalf of a customer, the first response time is counted as the first public reply after the customer first updates the ticket. (Which is the second public response the agent makes).
It should be possible to either: exclude agent created tickets from first response time reports, or the first response time should not be applied to agent created tickets at all. Currently there is no way to filter or report on tickets created by user type (agent, end user, admin etc.) in Insights. If you could filter like this, I feel it would be the most flexible approach to this problem.
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