There are several ways you can identify tickets with no replies. The easiest way is with Explore's brackets attributes. This recipe shows you how to do that, and replaces the Insights Recipe of the same name.
What you'll need
Skill level: Easy
Time Required: 5 minutes
Zendesk Explore Professional
Editor or Admin permissions (see Adding users to Explore)
Ticket data in Zendesk Support
How to create the report in Explore
- In Explore, click the query ( ) icon.
- In the Queries Library, click New Query.
- On the Select a dataset page, select a dataset containing the ticket data you'll need to build the query; in this case Support: Tickets.
Query Builder opens.
- In the Metrics panel, click Add, then choose Tickets.
- In the Rows panel, click Add > Brackets > Agent replies brackets, then click Apply.
This displays a list of how many tickets are in each reply bracket - including tickets with no replies.Note: You can use this to create a visualisation of all the brackets, by moving Agent replies brackets to the Columns panel, and then choosing the visualization you want; a Pie or Column chart would work well.
To filter the query to the number of tickets with no replies, click Agent replies brackets and choose 0.
You can then move Agent replies brackets to the Filters panel.
To see how many active tickets have not yet been replied to, add Ticket status to the Filters panel. Click it, and exclude Solved and Closed results.
This will display a Key Performance Indicator (KPI) of how many tickets are awaiting a first reply.