Explore recipe: Finding tickets with no replies

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8 Comments

  • Wycherley

    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 Jahan

    Hi @...
    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
    Zendesk Customer Care

    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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  • Zoe Hutchinson

    is there anyway to exclude agent raised tickets where the end user has not responded? 

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  • Giuseppe
    Zendesk Customer Care

    Hi Zoe,

    You can create a calculated metric like in this recipe Explore recipe: Finding proactive tickets with customer replies and then apply a metric filter to view only these tickets.

     

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  • Blake Volk

    How can I see a list of ticket numbers that have not been replied to yet?

     

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  • Dave Dyson
    Zendesk Community Manager
    Hi Blake,
     
    You can get a list of ticket ID's that have no agent replies with a couple modifications:
     
    1. Instead of adding Agent replies brackets to Rows, add it as a Filter, and only select the "0" bracket – that'll give you the total number of tickets with zero agent replies. (If you haven't used filters, see Working with query filters for more information.)
    2. Under Rows, add Ticket ID. This will give you a list of Ticket ID's that have zero agent replies (and a second column filled with 1's, since it's counting the number of tickets in each row that matches... which is one, because each row is its own ticket).
     
    Hope that helps!
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