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Initial Response time in Saved Search
I'm trying to set up a saved search to alert a rep when a case hasn't gotten an initial response for a certain number of hours. I see the field "initial response time" in reports, but it isn't available in saved searches.
I want them in saved searches because I would like to highlight cases that are getting close to our 24-hour to initial response deadline on reps' dashboards and also send them an email alert based on an update to this saved search.
I feel like there is a way to build this search using formulas but I can't quite seem to wrap my head around it. I think it would have something to do with the {lastmessagedate} and "awaiting support reply," but am not sure. Has anyone set something like this up?
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