Number of tickets without a Public Reply from the Requester

Hello Abdulqader Haddad, when we want to obtain “without a public reply from the Requester" we can assume two scenarios:

• Inbound tickets: there is always one requester comment at least, so I assume you need the number of tickets without any subsequent requester replies, which means we need to identify tickets submitted by end-users with a single requester comment
• Outbound tickets: in this case, we need to identify tickets submitted by agents where the number of end-user comments is zero

We can achieve this by creating your report and standard calculated metric under the “Updates history” dataset.

Your metric will look like this:

IF (ATTRIBUTE_FIX(D_COUNT(End-user comments), [Ticket ID]) = 1 
AND [Submitter role] = "End-user") 
OR (ATTRIBUTE_FIX(D_COUNT(End-user comments), [Ticket ID]) = 0 
AND [Submitter role] != "End-user") 
THEN [Update ticket ID]
ELSE NULL
ENDIF

This metric should be used with the COUNT or D_COUNT aggregators. 

Example:

Our metric is validating 1.884 tickets in the table above, and we can see that two tickets were outbound (i.e. created by agents). After checking, these two outbound tickets don't have any end-user replies.

Hope this helps, happy Exploring!

Amazing! 
Thanks Pedro, this was extremely helpful. 

Have a great one!