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Identify tickets with no replies

Related products:Freshdesk
  • September 8, 2016
  • 5 replies
  • 44 views
I
Contributor

I think it could be beneficial to easily identify the tickets with 0 agent replies in the tickets queue. 

Such tickets could be manually picked up and answered or re-assigned if needed. 

5 replies

A
Contributor

Hi Ivan,

 

Thanks for the idea! Will pick this up as and when we see a growing interest in this request. In the meanwhile, can you please try the following workaround? 


You can use the Supervisor automation to tag tickets that have no agent interactions beyond a certain time period, and then build a view of those tickets using the filters in the ticket list view. After the agents reply to the tickets in the view, they can remove the tags from the tickets. I understand this is not exactly what you're looking for but hope it helps.



 

Thanks,

Arvind.

I
Contributor
  • ivan_13609
  • Author
  • Contributor
  • September 22, 2016
Hi Arvid, Thanks for the tip. In fact we have already configured exactly the same rule, it adds "noreply" tag. However it is very inconvenient removing it manually therefore nobody is doing this. Would be good to a have a solution for removing this tag using a rule after reply is sent.
A
Contributor

You're welcome, Ivan! I understand that the workaround may not be very convenient. We will definitely look into this request if we see a growing interest in it. Thanks for contributing to our idea pool :)  

I
Contributor
  • ivan_13609
  • Author
  • Contributor
  • October 12, 2016

Hi,


Is is possible to write a custom app that would delete a specific tag when the agent sends a reply (not a private message)?

aravind.sundararajan
Skilled Expert
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Hello Ivan,


These flags can help you to identify tickets with no agent interaction - "New" and "Response Due" . 


Cheers!

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