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Philip Allsworth
已加入2025年2月11日
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最后活动2025年2月11日
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的最新活动 Philip Allsworth
Philip Allsworth 创建了一个帖子，
帖子 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
已于 2025年2月11日 发布 · Philip Allsworth
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