Add View Option for Tickets Without First Reply
It would be good to have an option to create a view to display tickets without the agent first reply.
I have had an issue with spikes in first response time in Zendesk and it's been very difficult to pin down the offending tickets. It would be very helpful to have an option to create a view to display these tickets without a first response (as per Zendesk's FRT system).
For more context surrounding this, please see my Q&A thread (created before I was advised to make this thread). I have done my best to weed out all offending tickets, but the issue still seems present. Having access to this view would make the task much easier!
Is there an update on this request? We have an automation that force assigns unassigned tickets that are aging beyond our max SLA, and doing so of course changes the status from New to Open, losing any ability we have to easily determine whether or not an IR has been made for those tickets. This is also problematic for creating an agent view that groups/sorts by non-IR'd tickets.
Rob Baker: There was never any movement in regards to having a view for this.
I was contacted by a Zendesk employee with some information on how to structure a search to achieve the same thing - though I'm not sure how that would apply in your case.
Maybe if you get in touch as well, and link back to this thread, it might prompt this to be implemented in the future.
I would love to have this as a feature - it surprises me it is not a feature already. It is basically a loophole in the Zendesk system as it assumes that all unassigned tickets will get answered as soon as they are assigned when our team does not work that way.
Our team generally goes through the tickets and assigns them to themselves before answering them so this feature is vital for admins to see exactly which tickets still need replying to.
At the moment it is incredibly hard to locate tickets without a first reply, short of going through every single ticket manually. In my opinion this is a massive oversight as it means agents can sit on or solve tickets and reduce the number of unassigned, unanswered tickets artificially simply by assigning them to themselves and leaving them open without actually replying.
Please fix this soon Zendesk!
Is there any update on this feature request?
I can share with others how we worked around this limitation.
We simply amended the notify requester of comment update trigger to add a tag called ir_completed . Then we created a corresponding view for all tickets < solved w/o that tag grouped by status ordered by ticket created date in reverse chronological order.
The trigger criteria looks like the following:
and the view criteria just needs to look at all tickets that do not have that tag.
Thanks a lot for the workaround.
I send a +1 to have this criteria in the views. It would be very helpful to identify ticket with :
- 0 response -> To trigger alert to admin/supervisor about a ticket that has not been answered by an agent
- X responses -> sometimes a ticket with too much response means the problem is difficult to solve, so it would be good to define alert based on that criteria too.
We would also find this really useful!
+1 for this kind of feature.
The system should give us the option to differentiate between different SLAs. For example, I would like to create a view of tickets without First Response only.
Thanks for adding your comment, Jiri!
This is something that we are also trying to achive, would be great to be able to have a visibility over tickets that are lacking first response.
Is this still not something you can do easily in views?
I'll work with you on the ticket :)
Mike dela Rosa | Customer Advocate
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Any updates or directions from Zendesk on this one?
Hi, I am trying to create this view but I think the above work around may now be out of date.
Could someone confirm the step by step please.
If you already created a view and having an issue with the conditions, we'll be glad to check it for you. You may initiate a conversation with us anytime!
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