Hi,
I have a requirement to calculate the First Response Time of a case. When customer sends an email to our support team a case is created and immediately there is a auto response email goes. Then the support team picks the case and responds to customer.
I have created a field "First Response Time" Date/Time datatype on case page and wanted to stamp the date when the first email that support team sends. I tried to create a Record Triggered Flow where I selected Object - Email Message.
Trigger the flow when : A record is created
Set Entry Condition - Status = Replied
Optimize the flow for - Actions and Related Records
Then I have given Update records condition as below image. This still doesnt work
Any help much appreciated.
Thanks,
Sheeba
Sumeet Negi (Eptura) 
Forum Ambassador
Hi @Sheeba Mohan Try this -
Change the start formula to the below and for the FromAddress put the support team email address in the formula. After doing this activate the flow and test once again
AND(NOT({!$Record.Incoming}), ISBLANK({!$Record.Parent.First_Response_Time__c}), DATEVALUE({!$Record.Parent.CreatedDate})>=DATE(2023,01,19),{!$Record.FromAddress}='Put support email address here')
