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  • Brett - Community Manager
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    Hi Ninja,

    I recommend taking a look at our Insights recipe: Reviewing SLA performance in Insights which will show how to get a count of tickets by their first reply time value. You can use this as a basic approach with your email team tickets and resolution time metrics. If you have your email team as part of a single group, you can use the Ticket Group attribute to filter your report.

    I hope this points you in the right direction!

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