We are looking to track "Last Ticket Update" which is essentially the time elapsed between the last customer update and a support agent's next update, which the given ticket is in New or Open status (exclude Pending and On Hold) for specific priorities on the ticket. The Next Reply Time metric, does it only count next reply on tickets in New and Open status? If it includes other statuses, is there a different workaround that can be applied? Please advise.
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