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Explore recipe: Finding tickets with no replies

Rob Stack
  • Edited
Zendesk Documentation Team

What's my plan?

Suite Professional, Enterprise, and Enterprise PlusExplore Professional only

There are several ways you can identify tickets with no replies. The easiest way is with Explore'sbracketsattributes. Use this recipe to learn how to create a report that uses this attribute.

What you'll need

技术水平:容易

Time Required:5 minutes

How to create the report in Explore

  1. In Explore, click the reports () icon.
  2. In the Reports library, clickNew report.
  3. On theSelect a datasetpage, clickSupport>Support - Tickets,然后单击Start report.The report builder opens.
  4. In theMetricspanel, clickAdd.
  5. From the list of metrics, chooseTickets>Tickets,然后单击Apply.
  6. In theRowspanel, clickAdd.
  7. From the list of attributes, choose >Brackets>Agent replies brackets,然后单击Apply.

    This displays a list of how many tickets are in each reply bracket - including tickets with no replies.

    Note:You can use this report to create a visualization of all the brackets by dragging theAgent replies bracketsattribute to theColumnspanel, and then choosing the visualization you want; aPieorColumnchart work well.

To filter the report to only show the number of tickets with no replies, clickAgent replies bracketsand choose0.

You can then moveAgent replies bracketsto theFilters面板。

To see how many active tickets have not yet been replied to, addTicket statusto theFilters面板。Click the filter, then excludeSolvedandClosedresults.

This will display a Key Performance Indicator (KPI) of how many tickets are awaiting a first reply.

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    10 Comments

    • Wycherley

      Thanks for the sharing Rob.

      After I implemented the recipe, the filter "Agent replies brackets equals 0" selected out many tickets which is from the live chat, which is not the purpose. Since all the comunication and replies are in one conversation.

      Is there a way to filter out the real tickets which did't get the agents replies?

      0
    • Thibaut

      Hi@...
      It would be possible to add the filter Ticket channel in your query in order to exclude all chat tickets:

      This way you should get only tickets that are not produced by your chat.

      有一个伟大的day :)

      0
    • Sakina Crocker

      I don't have an option called Brackets in my metrics. Is this called something else now?

      0
    • Mike dela Rosa
      Zendesk Customer Care

      Hi Sakina,

      I noticed you have submitted a ticket, I'll reply to you there.

      Cheers,
      Mike dela Rosa | Customer Advocate

      NEW - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today attraining.zendesk.com

      0
    • Zoe Hutchinson

      is there anyway to exclude agent raised tickets where the end user has not responded?

      0
    • Giuseppe
      Zendesk Customer Care

      Hi Zoe,

      You can create a calculated metric like in this recipeExplore recipe: Finding proactive tickets with customer repliesand then apply a metric filter to view only these tickets.

      0
    • Blake Volk

      How can I see a list of ticket numbers that have not been replied to yet?

      0
    • Dave Dyson
      Hi Blake,

      You can get a list of ticket ID's that have no agent replies with a couple modifications:

      1. Instead of addingAgent replies bracketsto Rows, add it as a Filter, and only select the "0" bracket – that'll give you the total number of tickets with zero agent replies. (If you haven't used filters, seeWorking with query filtersfor more information.)
      2. 行,添加机票ID。这将给你一个st of Ticket ID's that have zero agent replies (and a second column filled with 1's, since it's counting the number of tickets in each row that matches... which is one, because each row is its own ticket).

      Hope that helps!
      0
    • Emily

      This is really helpful, thank you. Is there a way to create a report that shows the number of tickets where the customer was the last public reply on a ticket? For example, a ticket is going back and forth, the customer adds a comment and then no public comments from internal users have been added after that?

      Thanks!

      0
    • Gab
      Zendesk Customer Care
      Hi Emily,

      This is certainly doable in an Explore report. With the use of theTicketsdataset, you can choose any of these metrics, particularly "Unreplied Tickets" and "Unsolved Unreplied Tickets," depending on what you're looking for.

      Check out CJ from our Community, who came up with some tips on creating this report:https://support.zendesk.com/hc/en-us/community/posts/4411413164698/comments/4411416749466

      You may also refer to theMetrics and attributes for Zendesk Supportto know what data you can measure.



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