Thomas

Hi all,

I would love to have this as a feature - it surprises me it is not a feature already. It is basically a loophole in the Zendesk system as it assumes that all unassigned tickets will get answered as soon as they are assigned when our team does not work that way.

Our team generally goes through the tickets and assigns them to themselves before answering them so this feature is vital for admins to see exactly which tickets still need replying to.

At the moment it is incredibly hard to locate tickets without a first reply, short of going through every single ticket manually. In my opinion this is a massive oversight as it means agents can sit on or solve tickets and reduce the number of unassigned, unanswered tickets artificially simply by assigning them to themselves and leaving them open without actually replying.

Please fix this soon Zendesk!