Hi, I'm trying to find a way to do the following:
track the time a ticket was first opened and time it was first replied to. The time tracker doesn't work in this case because if, for example, someone opens a ticket and reads it, but closes without any updates the time tracker doesn't record this. so if an associate reads a ticket and decides to move on to a different one if multiple are assigned i need to know how to get a timestamp for the first time an agent opened a ticket. please let me know if that's possible. if there is a way to create the "First Opened - TimeStamp" that would be ideal.
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