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Trigger milestone once assigned to agent

in Help Desk 3 comments

Summary:

Hi all,

Is there a way to start a milestone from counting down once the service request has been assigned to an agent.

The predefined resolution milestone attribute is set to immediate, which is not very practical for measuring agent performance.

Has anyone else had a similar request from a client and what attribute did you find was best to utilise?

"User Sends Response" seems to be the only option, assuming user means the agent.

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Redwood HR Help Desk (25A)


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