How to Filter and View Unreplied or Pending Tickets
This guide helps you create filters and views to ensure agents promptly address unreplied or pending tickets.
You can track two scenarios:
- Unreplied Tickets: Tickets where the agent hasn’t replied even once.
- Pending Tickets: Tickets where the customer’s last message is awaiting an agent’s reply.
Steps to Filter and View Tickets
1. Create a Filter for Unreplied Tickets
- Navigate to Add Filter: Go to the filter section and click Add Filter.
- Choose Unreplied Filter: Select Unreplied to display tickets where the customer has sent the first message, but the agent hasn’t responded.
These tickets will only show the customer’s initial message with no agent replies.
2. Create a Filter for Pending Tickets
- Select Agent: Choose the agent for whom you want to see pending replies.
- Filter by Last Reply: Select Last Reply and set it to Customer.
This will show tickets where there’s ongoing communication, but the agent hasn’t replied to the customer’s latest message.
3. Save Filters as Views
- Once you’ve configured the filters, click on Save as View for quick access.
- The saved view will now appear in the custom view list for easy monitoring.
By creating filters and views, you can track unreplied or pending tickets for individual agents, ensuring timely responses and better customer support.