There are several ways you can identify tickets with no replies. The easiest way is with Explore's brackets attributes. Use this recipe to learn how to create a report that uses this attribute.
What you'll need
Skill level: Easy
Time Required: 5 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Ticket data in Zendesk Support
How to create the report in Explore
- In Explore, click the reports ( ) icon.
- In the Reports library, click New report.
- On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
- In the Metrics panel, click Add.
- From the list of metrics, choose Tickets > Tickets, then click Apply.
- In the Rows panel, click Add.
- From the list of attributes, choose > 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 report to create a visualization of all the brackets by dragging the Agent replies brackets attribute to the Columns panel, and then choosing the visualization you want; a Pie or Column chart work well.
To filter the report to only show 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 the filter, then exclude Solved and Closed results.
This will display a Key Performance Indicator (KPI) of how many tickets are awaiting a first reply.