Michelle Mattern

@... you need to swap out the "first reply time" metric for a custom metric as described by Maksims and Ninja Raj earlier in this thread.

@... super helpful - thank you for sharing your custom metric! I am looking for something similar - the average reply time for any request. I want to capture the initial response time AND the response time of any future injuries on the same ticket. I assume that in my scenario, I want to remove this line from your metric:

AND ([Changes - Previous value]="open" OR [Changes - Previous value]="new")

Does that sound correct?

@... thank you for your reply, too - I was previously trying to use the 'tickets' dataset but this worked when I switched over to the 'ticket updates' dataset.