Insights recipe: Finding tickets with no first reply Follow

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4 comments

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    Judist Crews

    Any way to create a report showing the number of tickets where the customer did not reply to the agent? In other words, the ticket came in, the agent replied, the customer did not respond. 

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    Nicole - Community Manager

    Hi Judist - 

    You could pull a report on tickets in "pending" status. The idea is that, when an agent responds, they submit the ticket as "pending" to show that it is awaiting a response from the end-user. Once the end-user responds, the ticket status returns to "open." 

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    Judist Crews

    Thanks, Nicole. I'm looking for historical reporting on tickets that may be set to pending, hold, solved or closed. We create tickets for users requesting demos of our software from our website. Our agents then respond to each request. We're trying to see how many potential customers send an initial request then but do not respond to our agents follow up.

    I think I may have found a solution by using your example above with one small change. I use <1 instead of =0. This way I make allowances for the agents first public comment, but if the customer fails to reply, and there are no additional public comments, the ticket is included in the report.

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    Nicole - Community Manager

    Ah, thanks for the clarification. Your solution sounds to me like it should do the trick, but let us know if you hit any bumps with it! 

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