Explore recipe: Finding tickets with no replies

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6 Comments

  • Klaus Klinsmann

    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
    Zendesk Documentation Team

    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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  • Wycherley Wei

    Thanks for the sharing Rob.

    After I implemented the recipe, the filter " Agent replies brackets equals 0" selected out many tickets which is from the live chat, which is not the purpose. Since all the comunication and replies are in one conversation.

    Is there a way to filter out the real tickets which did't get the agents replies?

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  • Thibaut
    Zendesk Customer Advocate

    Hi Wycherley Wei
    It would be possible to add the filter Ticket channel in your query in order to exclude all chat tickets:

    This way you should get only tickets that are not produced by your chat. 

    Have a great day :)

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  • Sakina Crocker

    I don't have an option called Brackets in my metrics. Is this called something else now?

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  • Mike dela Rosa

    Hi Sakina,

    I noticed you have submitted a ticket, I'll reply to you there.

    Cheers,
    Mike dela Rosa | Customer Advocate

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