I would like to have a field on a case that flags if there are new unread case comments or new unread emails that have come in from customers. I can see how to check for "HasCommentsUnreadByOwner" but cannot see anyway of picking up if the case has any unread emails. Any help would be greatly appreciated.
Does anyone know how I might go about calculating the time to a first response either by email or case comment for a case. I have the professional addition which does not have workflow and as such I cannot use any suggestions I have seen elsewhere on this forum.
Basicaly I need to calculate:-
Response time = Time of first response (email or case comment) - case created date.
I'm trying to create a formula to determine the average case response time for our service center. We use email to case so I need to determine the amount of time from when the case is created until the initial email response is sent.
