For scenarios, where ticket is getting created automatically from Incoming emails via various channels, there is a requirement to calculate SLA how long it took to create the ticket for Unassociated Emails by the agents.
For this purpose, we need
Email Received Date in ticket to do the comparison with first response date.
Time between the email received and first response date need to be calculated.
Currently Ticket Interactions Report has activity reported on field exposed. and the 'Reported On' Date in the report displays incorrect data for some of the tickets.
Request to provide any insights if anyone has worked on similar scenario.
Regards, Abdul Rasheed
Bluesky
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