Andrew Somerville

Hi just to add some insight. CX teams will use views to see which tickets still need a response (sometimes they use the assignee condition as a proxy for first response. no assignee and new likely = ticket has no response). But when you look at tickets that are assigned to an agent, there is  no way of identifying whether a ticket has a response yet or not. 

Being able to use a condition that adds/removes tickets from a view based on whether a ticket has a frist reply is extremely useful because we it represents the customer's experience (have a reply vs no reply). 

Most teams goal themselves  heavily on first reply SLA, so this is a practical way to see which tickets still need a first reply and manage those tickets. 

Count of tickets does not really achieve this  becuase you're not seeing the actual tickets that still need a response.