Explore recipe: Finding tickets with no replies

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2 Comments

  • Klaus Klinsmann
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    Thank you for the article Rob. What are the other several ways you can identify tickets with no replies.

    As far as I have experienced, the 0 replies bracket includes tickets that were proactively created by agents, where the ticket description forms the "first reply" to the requester.

    Keep up the good work

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  • Rob Stack
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    Hi Klaus Klinsmann Take a look at the https://support.zendesk.com/hc/en-us/articles/360022182114 article. If you search this article for "replies", you'll see a number of metrics and attributes that should be able to help, in particular:

    Unreplied tickets

    Agent replies

    Hope this helps.

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