I am trying to create a report that checks to see if it's been 2 or more days since the customer has heard back from us. This is a report I want to put in our dashboard by agent.
Report - Tickets with customer response and no response back for 2 Days or More
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We do not have an available recipe for this but you may explore other workarounds using the latest date functions to pull the timestamp of the last agent reply. From there, you can calculate the duration (using DATE_DIFF) between that timestamp and the current date/time and then through another custom attribute, identify which ones have a duration of more then 2 days. You may filter the report to only display those that are Open as tickets waiting for agent updates are usually in Open status.