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If you leave it in your triage for 10 days and then remove it without replying, will it affect your response time?
If you leave it in your triage for 10 days and then remove it without replying, will it affect your response time?

No, it will not affect your response time

Erin Jamison avatar
Written by Erin Jamison
Updated over 6 months ago

No, it will not affect your response time. The response time is only calculated based on actual replies to emails. Here's how it works:

  • If you never reply to an email and just clear it: This action is not counted towards your response time.

  • If you leave an email in your triage for 10 days and then clear it without replying: This action is also not counted towards your response time.

  • If you clear an email and then reply to it 2 months later: The response time is considered to be 2 months.

Your response time metric is purely based on the time it takes for you to reply to an email. Non-reply actions such as clearing an email from your triage do not influence this metric.


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