We are trying to set up and SLA that tracks 2 things: How long a ticket spends completely unassigned and how long a ticket spends after being assigned before the agent responds to the end user (via comment). I understand how to track the first part (assign the SLA on ticket creation and have the SLA run when ticket “submitted” and “unassigned”), but I can’t figure out a way to set up filters for the second part. Has anyone else used SLAs to track similar metrics?

Thanks,
Emerson