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We’re excited to announce that the 2025 Community Recap is now available! This special recap highlights the amazing contributions and achievements of our members over the year and celebrates the collective success of our community.
Check your personalized recap to see the impact you made in 2025 and how your efforts helped shape our community’s growth and success.
View Your 2025 Community Recap
Thank you to everyone for your passion, collaboration, and support. Here’s to building an even stronger community together in the year ahead!
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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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