Outcome. Every ticket gets a stamped first-response timestamp property the moment it leaves its initial status, so reporting on response speed does not depend on the SLA feature being turned on.
Workflow map
Enrollment, branches and actions at a glance
reporting-alerts-016
flowchart TD
A[Ticket status changes away from initial stage] --> B{first_response_logged_at has a value?}
B -->|yes| Z[Exit, already stamped]
B -->|no| C[Set first_response_logged_at = current date/time]
When to use it, when not to
- UseUse it when you want a first-response timestamp for custom reports (funnel, average time to first touch) independent of Service Hub's built-in SLA tracking.
- UseUse it on portals where the SLA feature is off, not licensed for every pipeline, or configured differently from what this reporting property needs.
- SkipDo not use it as an SLA breach alert. It stamps a moment in time. It does not compare that moment to a target and does not warn before a deadline. Use the native SLA feature (Settings > Objects > Tickets > SLA) for breach alerting.
- SkipDo not use it if "first response" must mean an actual agent-sent email reply rather than a status or stage change. This fiche uses the ticket's first status movement as the proxy signal, not true reply detection. (check in your portal: whether the current portal exposes a native workflow trigger keyed specifically to a first agent reply, as opposed to a general status or stage change, for teams that need the stricter definition)
The preview ends here. Six sections are in the library.
counted, not blurred
PrerequisitesEvery property with its label, internal name, type and options, plus the assets the workflow needs before you start.3 items
EnrollmentThe trigger, the criteria exactly as they are ticked in the UI, the re-enrollment rule and the suppression list.4 parts
StepsEach action in order with its parameters, its branches and its delays, written as you tick them.4 numbered actions
Known pitfallsTraps seen in production, each with what breaks and what to do instead.4 pitfalls
Test plan, variants and build specHow to prove it works in a test portal, where to look when it does not, the variants for other objects or tiers, and the YAML build spec.3 variants, 3 sections
FilesThe properties JSON creates the fields in one API call, the workflow JSON documents the build.PDF, Markdown, JSON
Install1 click. The installer creates the properties this spec declares and the workflow itself, switched off, then opens a task for the prerequisites that are assets rather than properties, such as a team, a static list or a marketing email. What it created is listed on the install page.1 click, switched off
Unlock the full library,
149 EUR
or the reporting and alerts pack, 39 EUR
One-time, excl. VAT. 30-day refund, no questions asked. Founding prices until 31 October, then 199 and 59 EUR. Includes every spec added later, up to the full 500, and the one-click installer on the full library. Building on client portals? The agency licence at 449 EUR covers unlimited client portals.
