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Philip Allsworth

Joined Feb 11, 2025

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Last activity Feb 11, 2025

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Latest activity by Philip Allsworth

Philip Allsworth created a post,

Post Q&A - Reporting and analytics

HI,

 

I am trying to check our proposed response times for requests hitting the system via various channels and don't see a “1st response/reply” date time stamp anywhere on the reporting list.  I can see one for the Create, Last Update and Resolve/Close but not something were we have that initial reply back to the customer.

 

Is it an available report field or only a trigger state within the SLA policy?

 

Its the basic “We have your request and working on it” type of field for L1 so would assume its tracked somewhere.

 

Cheers

Phil

 

 

 

Posted Feb 11, 2025 · Philip Allsworth

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