Can someone explain the exact meaning of unreplied tickets? I assumed it was exactly as it sounded but after running the report, it seemed to be missing tickets. Is it only tickets created by end users where agents have not replied?
I'm looking for a report or view where staff/agents have commented internally but there hasn't been a response by the assignee. Am I on the right track with unreplied tickets? If not, is there a better way to do this?
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