How do I find tickets that don't have any agent replies?
There are a number of ways to approach this, depending on the context of the report. That said, here is a quick and easy place to start.
Use the Advanced Metric Editor to create the following metric:
- SELECT # Tickets WHERE Ticket replies = 0
You can't just copy and paste in the metric editor. You need to select the color-coded items from the Elements list on the right:
- # Tickets is under Metrics
- Ticket replies is under Facts
The Ticket replies fact counts the number of public agent comments after ticket creation. If an agent creates a ticket with a public comment, that first comment does not count as a reply.
This metric should show you the number of tickets that do not yet have a public reply from an agent. That should help you filter your reports.