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Awaiting External Support Reply
I'm trying to set up a case search that keeps track of how long it's been since the last message to the customer. The "awaiting support reply" field should do it, but if a rep sends an email to another rep internally, it counts this as a reply and resets my clock even though the customer hasn't yet received a response.
Is there a way to filter this somehow so that {lastmessagedate} only includes the last customer message date? Thanks for any ideas.
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