Accurate Date/Time of First Responses?

[Chris Green]

Does anyone have a foolproof way to get accurate date/times of first responses back to customers? We had always used the "Date of First Response", but that will store the first comment added to a ticket, whether it's public or an internal comment -- so any automations that we have that add an initial internal comment or instances where a customer might respond with a first comment (with additional information) will play into this -- not good. 

Atlassian's suggestion was to create a custom field and run an automation to trigger when a first 'public' comment is made on a ticket (discussion), however in our case, we'd only want it to be a first public comment by an internal agent, not a customer. 

Does anyone have a foolproof solution in place for this? 

or

Are there any add-ons that will help us achieve this? 

Thanks,

Chris

[John Funk]

Hi Chris,

You should be able to create an automation rule following that guidance and include a Condition for the public comment and a Condition for an internal agent. 

Give that a try and if you have problems, please post back here with a screenshot of your entire rule and let us know what is not working with it.