We've identified a bug in how the first reply time is calculated for Answer-bot solved tickets which are re-opened by customers. The scenario is when the customer "solved" their issue using answer-bot shortly after the ticket was created, then the next day responded to the ticket which re-opened it. An agent then responded within 15 minutes, but the first reply for this ticket is 1,429 minutes (almost 24 hours).
If a ticket is solved by answer-bot before a first reply from an agent, and then the ticket is re-opened, the first reply should start ticking upon the time the ticket was re-opened, not from when it was created.
This needs to be solved and addressed ASAP as this is skewing our data and SLA's greatly!
Please sign in to leave a comment.