Is there a way to get the time an agent's first response after an automated response is triggered?

Carlo Fabros
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July 11, 2023

We have automation in place where a response is sent to the reporter if a new issue is created. The auto-response contains only the basic information of the team and the expected resolution of the request. We want to measure from the time the issue is created until the first response from our Service Desk agent for our KPI metrics, to measure how long it takes for our team to actually respond to issues. Is this possible?

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Brant Schroeder
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October 28, 2023

@Carlo Fabros Welcome to the Atlassian community

If the automation happens when the issue is created you can just create an SLA that would do that measurement for you.

Brant Schroeder
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May 10, 2024

@Carlo Fabros can you accept the answer to help others?

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