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Metrics Tab in Case

edited Jun 2, 2025 2:44PM in Ask A Guru 3 comments

I am trying to set up saved searches or reports to notify us when a case hasn't been updated within a certain amount of time. I found how to do this but we cannot get some of the metrics to appear that are needed to set this up. Can someone explain the Metrics tab within a Case and how it works? Specifically:

  1. How to get the Initial Response Time to fill in?
  2. What causes the Support First Reply field to be filled in with a date and time?
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