Hello,

I'm struggling to accurately track our response time due to automations that distort the figures.

For example, when a ticket gets an automatic reply, it's marked as "resolved" and then auto-closes after 48 hours. But if the customer replies to that automated message 4 days later, and our support agent responds within 10 minutes, the reported response time includes the delay between the customer’s initial message and our first human reply – even though the customer did get a quick (automated) response initially.

Has anyone found a way to measure only the time it takes for a human agent to respond to the most recent customer message?

Creating a child ticket after the second customer message triggers another automated response, which we don’t want.

Thanks for your help!