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Metrics Tab in Case
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:
- How to get the Initial Response Time to fill in?
- What causes the Support First Reply field to be filled in with a date and time?
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