Setting up workflow for tracking first email response - Answers - Salesforce Trailblazer Community
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Scott RussoScott Russo 

Setting up workflow for tracking first email response

Good day all,

We are looking to track how long it takes from when a new case is received, to when the first email is sent to the customer, Excluding the auto-response email.
I saw previous posts about using workflow to create a timestamp on the case using a custom field.  This is perfect

My criteria would be to only update the time stamp field if the following are true.
The time stamp field is empty(NULL)
The email from field is not "noreply@companyname.com"

The trigger would set the time stamp field using Now() function.

My only problem is, I am not sure which object to relate this trigger.  At first I thought it was email, but I beleive this is only for incoming emails, and not outgoing.
I looked at relating to a case, but I do not see the criteria to trigger off of a 'send email event'
Which object should be selected?

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Additional assistance, since I am not a Salesforce developer.
I believe I need another custom field to display the total time between the create date, and the time stamp.
What would the formula be for this field?

Thank you for your assistance
 

Scott

Best Answer chosen by Moderator (salesforce.com) 
Marco (werewolf) CasalainaMarco (werewolf) Casalaina
The Email Message object is the right object to target with your workflow -- it applies to both incoming and outgoing messages (incoming are where the Incoming field is True).

If this answer worked for you, please mark it as the best answer.  Thanks!

All Answers

Marco (werewolf) CasalainaMarco (werewolf) Casalaina
The Email Message object is the right object to target with your workflow -- it applies to both incoming and outgoing messages (incoming are where the Incoming field is True).

If this answer worked for you, please mark it as the best answer.  Thanks!
This was selected as the best answer
Scott RussoScott Russo
Thank you.  I realized I had the criteria set to not equal to Null, rather than equal to null.  I appreciate the reply.

Can you assist with the second part as well?

Additional assistance, since I am not a Salesforce developer.
I believe I need another custom field to display the total time between the create date, and the time stamp.
What would the formula be for this field?
Scott RussoScott Russo
I found a thread that fits perfectly.
https://success.salesforce.com/questionDetail?c=09a30000000D9y3&category=&qId=08730000000J7TzAAK&returnUrl=%2Fapex%2FideaList%3Fc%3D09a30000000D9y3&sort=popular

Thanks for quick reply Werewolf.  You rock!!!
Marco (werewolf) CasalainaMarco (werewolf) Casalaina
The formula for the second field would be

NOW()-Case.CreatedDate

I believe that will give it to you in fractional days (like 1.5 is a day and a half) so you may need to do some further math on it if you want hours.
Christian MeredithChristian Meredith
Hey this is exactly what I need to do.  Is there a way to step by step it out the 'how' to write this.  I need to be able to track the time between the email from Customer and then the time it took us to send our 1st response back.