Currently, any ticket created through the Fin Slack agent will receive a “created_at” timestamp corresponding to when the first message was sent in a thread, instead of when the actual ticket was created in Fin.
For example, our customer sent a message on 24 September, but we didn’t initiate a support ticket for it until 1 October. Now it looks like we didn’t respond to them for 8 days, and it skews our metrics (time to first response, resolution time, ...)
Can you change this behaviour to set the “created_at” timestamp to when a ticket is actually created in Fin?
We can’t be the only customers who have a problem with this.