Hello! So we are getting pretty hounded on reporting and I just had a question for this situation.
I was wondering does reporting for First response time start when assigned to any group or agent? Or, does the timer start for each specific agent or group assigned?
Ticket comes in after business hours so it goes to an After hours group → at 8 am the service desk team grabs the ticket and responds immediately → If the first response technically did not come until 6-7 hours after ticket creation, but did come immediately after assigning to a new group. Does the service desk group get hurt with a 6-7 hour first response time? Or is it a fresh timer when assigned to a new group?
Any and all answers are appreciated :)