Insights recipe: Finding tickets with no first reply

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7 Comments

  • 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 S.
    Zendesk Community Team

    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 S.
    Zendesk Community Team

    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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  • Farhan Virji

    How can I achieve this in Zendesk Explore?  On the Pre-Built Support dashboard, there is a chart that shows the number of tickets as a percentage that is broken down by First Reply Time bracket, which shows the total of tickets with no reply.  However, I want to dig into the details to understand what's going on.

    I cloned the pre-built dashboard so that I could enable Drillthrough and Decompose, but those options are not working on this chart.

     

    What's the best way for me to get the details of the tickets that don't have any replies?

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  • Nicole S.
    Zendesk Community Team

    HI Farhan - 

    I checked in with our Explore experts, and they said that the recipes in this article should have some answers for you: 

    Explore recipe: Displaying tickets answered within different time brackets

    Let us know if that does the trick, or if you have further questions we can help with. 

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  • Farhan Virji

    Hi Nicole,

    Thanks for looking into this.  That recipe outlines how to create a new report with time brackets, however, it does not provide any specifics on how to view the details of the tickets within each bracket.  

    I will post a comment on that thread.

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