Hi everyone! Hope we are not alone with this and FD team will have this resolved.
So if I merge a ticket created on sept 27 to a ticket created on oct 27 then the First response for the Oct 27 ticket would be “-1M”.
Such values could be found in the analytics and this concerns our managers as we do have the business processes linked to the First Response time calculation and it is really odd to have such numbers in the report.
The only way to avoid getting those numbers in the report is to go through all the tickets, find the one where the negative value arrives, and exclude it from the search using filters.
The search process is as awkward as heck. You should either review the tickets manually and compare their Create and First Response dates, or you may try to play with the filter and after a couple (10+ in my case) iterations you will find the id of the necessary ticket.
If anyone facing the same and has any ideas on how to make it easier I would be happy to review and test your suggestions.
Otherwise, Freshdesk team, we really need your help here.
