Hi there,
I need some help with a custom query.
I'm trying to calculate the first response time for our Tier 2 support. Our Tier 1 initially gets the ticket and they respond to it but I want to calculate the time Tier 2 takes to respond once the ticket is escalated to them.
Is there a query I could use for this?
Thank you
I haven't been able to crack this one either, you might want to upvote this feature request: https://support.zendesk.com/hc/en-us/community/posts/4408860632218-Calculating-First-Update-Time-after-ticket-was-re-assigned-to-another-group
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