Hi, hoping someone might have an answer for this (I imagine it's a simple issue).
Currently, we send out an email autoresponse via workflow to any enquiries we receive; this email contains their enquiry number and such.
We are looking to track how quickly our users are sending out a 'real' response after that autoresponse is sent out via the 'First Response By' SLA KPI.
How would you recommend setting that up?
Thanks!