Reporting on "Additional Comments"

[Craig F]

Hi all,

Is there a way to report on the time duration between a case being opened (in this instance a Service Request) and the first "human" (not automated) response back to the customer?  

We use "Additional Comments" to send this "human" comms to a customer.

(For example, "Thanks for your email.  We're looking into this", etc, etc)

But the manager of the department wants to know if there is a way of calculating how long it is taking us to "manually" respond.  We do send an automated, system response as soon as a query is received but want to know about the manual reply.

On the attached screenshot, is there a way to calculate duration between the two times in the green circles?

[Filipe Cruz]

Hi Craig,

What you need is an SLA!

You can create a new field in your case called "Customer communication sent". That field is populated when the comments field is populated the first time.

Then, you create an SLA that is triggered when the case is created and stops when the "Customer Communication sent" field is populated.

This way you can actively track the time between creation and first communication sent.

Hope this is what you need!

Please, don't forget to mark my answer as correct if it solves your issue or mark it as helpful if it is relevant for you!

Best Regards,

Filipe Cruz

[Craig F]

Hi Filipe.

I shall pass onto our internal team to potentially make the change.

Thanks for your help.

[Declan678]

I totally like your gave limits as the post you passed on has some uncommon information which is totally essential for me.

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