HI,
When an HR Case is created through Portal or Workspace, there may be scenarios where the agent sends the first response using the Workspace “Compose Email” option instead of adding a response through Additional Comments.
The requirement is that the email sent through Workspace (Compose Email) should also be considered as the first response. Based on that, the first response time should be calculated from the ticket creation time until the agent sends that email.
Can someone help on this part how to achieve this.
Thank You
Pritiranjan Nayak
