Add View Option for Tickets Without First Reply

1263082320929,  are there any updates on additional view conditions in 2025? It would be extremely helpful to create a view for tickets with no first reply,  to help track and address spikes in first response time.

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. 

Salvador Vazquez - What I'm reading from the thread is that people are interested in specific tickets without a first response, presented in a view.  A count doesn't really help to know which tickets need responses most quickly. 

A view or column in a view would be the desired outcome.  For example:

A triage queue would be build around tickets missing desired attributes; lets say Priority, Type and No First Response.  Tickets missing any one of those 3 attributes would be used as the first tickets to view for a support team. Once all 3 of those criteria are met, it would drop from this view

Meaning that the ticket would be properly configured to trigger Completion SLA tracking and other configured business logic.  More importantly, it would help to ensure that customers have been communicated with in a timely fashion to help boost their experience and increase their overall satisfaction.  

Hope this helps!  And like everyone else, very curious as to when these improvements may be launched

Good to see some progress here.    Not sure I understand the question, as a ticket with a first response would satisfy the condition, so that it would no longer be a ticket with no response.   Tickets that have no response would also be tickets that have no first response.

It would be interesting to get a histogram of # or responses per ticket, so you can see how many responses are typical to close out a ticket.

Hello and thank you for this great feedback. We are going to be making improvements to the conditions of Views next year, 2024. This will be included in the list of conditions to add to views. I understand views is sometimes used to keep track of tickets that may go unseen to stay on top of metrics. I have one question, are you all interested more in tickets that have no response or just the count of tickets with no first response or both?

Is this something that Zendesk can offer as out of the box functionality (via view condition) without needing to do extra step to create trigger etc.

Hi, I am trying to create this view but I think the above work around may now be out of date.

Could someone confirm the step by step please.

Thanks

Joe

Any updates or directions from Zendesk on this one?