Zia

Hello ZenDesk support,

I have followed the steps which are mentioned in this article but the querie I created vs the default FRT dashboard view is not matching.

This querie won't exclude the tickets created by the employees.

Example: If I create a ticket with in ZenDesk on 10th Aug 2021 and reply to it the next day, this querie is calculating the FRT as 24 hrs. Tickets like this should be excluded.

How do I go about excluding such tickets created by the employees/agents?

Awaiting your response!!