Terry Thomas

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    Terry Thomas creó una publicación,

    Finding First Reply Time Avg Grouped by Updater


    I'm trying get a report to see first reply time by the agent that performed the first reply.  Our ticket flow is to have a team triage the tickets and assign to another agent, so we'd be able to se...

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    Terry Thomas hizo un comentario,

    How do you use Triggers with the ticket fields? Does About and Group feed into assigning the ticket?