Explore recipe: Finding tickets with no replies

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12 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

    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 DR
    Zendesk Customer Care

    Hi Sakina,

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

    Cheers,
    Mike dela Rosa | Customer Advocate

    NEW - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

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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
    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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  • Emily

    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!

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  • Gab
    Zendesk Customer Care
    Hi Emily,
     
    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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  • Efrat Barak Zadok

    Hi, I am trying to have a report that is filtered by 0 agent reply brackets but also has either a specific tag or is a merged ticket - how can I do that?

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  • Alex Zheng
    Zendesk Customer Care
    Hey Efrat,
     
    We have an article here for specifically looking at closed by merge tickets but if you are looking for more general reporting with tags I would recommend starting with the article here and this should help you on how you can filter for tickets with specific tags.
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