How to configure a view to only include tickets with a response? | Community
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How to configure a view to only include tickets with a response?

  • April 6, 2022
  • 1 reply
  • 0 views
T

Good Afternoon, 

As part of our workflow we send out hundreds of emails via zendesk with identical subject lines using the ZendeskAPI via Zenpy. At the time I had assumed that whenever we receive a response to an email the ticket would update from New to Open, however it appears now that I was mistaken. 

Is there an easy way for me to distinguish between tickets marked new with no response, and tickets marked new with a response? 

Thanks for your time.

    1 reply

    ZZ55
    • ZZ55
    • April 7, 2022

    Tom

    You can identify tickets with a response using a trigger. 

    For example, when an end user responds, add a tag to a ticket ‘user_responsed’. You can then create a view, a search or a report based on that tag being present or absent. 

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