When creating a view to identify tickets which have not been updated in the last X days, there doesn't seem to be any way to differentiate between public responses and internal notes.
I want to see which tickets my team has not replied to the customer on within the last 15 days, so I can escalate them, but as the view function cannot seem to differentiate internal notes from public responses, if the agents in my team post an internal note, it counts as having been updated within the period and so does not show on the view. We often have long duration tickets and I need to identify those that have gone 'stale' before the customer gets annoyed and calls me about it to complain about my team.
(I am using the 'Hours Since Update' condition - have also tried 'Hours since Assignee update and 'Hours since Requester Update' - It's possible there's some other way to achieve this that I have just not found yet.)
Any help greatly appreciated - thanks