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.
10 Comments
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?
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 :)
I don't have an option called Brackets in my metrics. Is this called something else now?
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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is there anyway to exclude agent raised tickets where the end user has not responded?
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.
How can I see a list of ticket numbers that have not been replied to yet?
You can get a list of ticket ID's that have no agent replies with a couple modifications:
Hope that helps!
This is really helpful, thank you. Is there a way to create a report that shows the number of tickets where the customer was the last public reply on a ticket? For example, a ticket is going back and forth, the customer adds a comment and then no public comments from internal users have been added after that?
Thanks!
This is certainly doable in an Explore report. With the use of the Tickets dataset, you can choose any of these metrics, particularly "Unreplied Tickets" and "Unsolved Unreplied Tickets," depending on what you're looking for.
Check out CJ from our Community, who came up with some tips on creating this report: https://support.zendesk.com/hc/en-us/community/posts/4411413164698/comments/4411416749466
You may also refer to the Metrics and attributes for Zendesk Support to know what data you can measure.
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