We use ZD for 2 way ticketing and it is making calculating FRT accurately hard. Can someone help me devise a query to cover our 2 scenarios?

1: Ticket submitted by End User which we reply to (this is easy to track in Explore)

2: We send an outbound ticket to a User and mark it Solved or Pending (depending on the scenario). User replies back to that ticket some amount of time after that (could be days or weeks). We then reply back to the Users Reply. -- This scenario confuses the FRT report as it tracks Ticket creation time to the Reply time whereas we just want to know how long after the User emails us it takes us to get back to them.

Thanks for your help!

Tam