Time to first response calculation

[genevieve_vandenhende]

Hi there,

I'm currently reviewing the time to first response calculation. I have set an automated reply when a ticket is created to customers - so the first response is instant. 

The conditions for the calculations that I've set are:

- Start counting when issue is created

- Stop counting when 'comment for customers'

I noticed the time to first response is always 11:59 or 23:59. What could me the reason? 

[Dirk Ronsmans]

Hi @genevieve_vandenhende ,

Since you have set up the first response as an automation I feel we might need to dig in to your automation rule to see why it is triggering always at the same time.

would you be able to share both your SLA configuration as well as your Automation rule details?

[genevieve_vandenhende]

Hi @Dirk Ronsmans 

Thanks for your swift reply. Sure, please find them attached. 

[Dirk Ronsmans]

Without having a complete visual of your TTR screen could it be that those are just the "time remaining" of the goals?

Since you have a 12h and 24h goal I would assume these are stopped after less than a minute (since it is an auto reply) and thus you have 11h59m or 23h59m left on your SLA?

[genevieve_vandenhende]

You're completely right! I thought it would show the time the other way around - not the time left but the time it took to respond. 

Do you know if there is any way I can calculate this myself? I have the creation date, but I don't think I will be able to see the date of the first comment? 

[Dirk Ronsmans]

@genevieve_vandenhende 

It depends a bit on how you wish to report on this. I do believe the REST API shows the date of each comment so if this is being used with some reporting/BI tool you probably can get to it.

Another (low-tech) workaround could be to create a new custom date field "First comment date"? and have an automation  (possibly the same automation that sends your first comment) to also add the date of that comment in the field.

That field could then be used in exports to do your calculations on.. (or you could even write an automation to calculate it in yet another field but that might become a bit too much overhead)