Is there an easy way to see tickets that need reply?

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2 Comments

  • Vita Sadauskaitė

    Hello,

    If the ticked is always open is there a possible way to highlight the ticket which needs a reply? 

    https://support.zendesk.com/hc/en-us/community/posts/360004399308-Bolding-unread-Support-tickets-or-Support-ticket-replies-?page=1#community_comment_1260802788150

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  • Michael Froeming
    Zendesk Customer Advocate

    Hi Matteo,

    What I can suggest is to create a dropdown field and a trigger.

    So, the trigger's condition is whenever a ticket is updated and the current user/updater is an end-user. Then its action is to set a value to the dropdown field. From there, you can create a view that lists all of the tickets which has that value selected in the dropdown field you created.

    Lastly, you may want to create another trigger to sets the value of that field to a different one whenever the agent responded. This is to make sure that tickets that are already responded to by agents won't appear in the view.

    This should also work with a checkbox field.

    Best,

     

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