Update conversation records with first admin reply time
Update conversation records with first admin reply time
Your conversation records lack first admin reply timestamps, leaving IT teams unable to track SLAs or prioritize triage. Populate reply timestamps so teams get accurate SLA metrics and same-day routing.
Overview
When first replies are not recorded, SLAs slip and incidents are mis-prioritized. This flow writes first-admin reply timestamps back into your conversation records so IT can route incidents and report on response times the same day.