How can I track solved tickets without a public agent reply?

Question

How can I track tickets that were solved without an agent replying to the requester?

Answer

You can track solved tickets without a public agent reply in different ways.

Create a view to last tickets solved without a public reply

First, create a trigger to indicate that an agent has publicly replied by setting a tag on the ticket. The trigger conditions should all be grouped under the Meet all of the following conditions set. The conditions to include are:

• Ticket | Is | Updated
• Current user | Is | (agent)
• Comment | Is | Public

Under Actions, add a tag, for example, agent_replied.

• Add tags | agent_replied

Next, create a view to check for solved tickets that do not contain this tag. Group the conditions under Meet all of the following conditions set.

• Status | Is | Solved
• Ticket: Tags | Contains none of the following | agent_replied

The view displays all the tickets that do not contain the tag and consequently the tickets solved without a response to the customer.

Create a trigger that notifies you every time a ticket is solved without a public reply

To create the trigger

1. Click the Admin icon ( ) in the sidebar, then select Business Rules > Triggers.
2. On the top right of the page, select Add trigger.
   Add the following conditions under Meet ALL of the following conditions:
   
   • Status | Changed to | Solved
   • Agent replies | Is | 0
3. Under Actions, select:
   • Email user | yourself.
   • Add the subject and the email body that you want to see when you receive these notifications.