How to create a view where the customer was the last to respond

@Drayson Nowlan Are you changing the ticket status when you respond to a customer (i.e. updating the ticket to either Pending or Solved)?

If so, any tickets with a Status of New or Open should be the tickets in which the customer was the last to respond so you could create a view off of those ticket statuses. 

Otherwise, you could look into creating a view based off either the 'Hours since update' or the 'Hours since requester update' conditions. In the Columns section, there is a 'Latest update type (agent/end user)' field that you could pull in as a column or even select under the Group By section.

Ultimately, it's going to depend on your workflows and how you're using Zendesk, but I hope that helps give you a few ideas! 

Hello @Chandra Robrock

I am also suffering from the same issue as Drayson but sadly this doesn't fix my issue.

Part of the problem is that when a customer replies to a ticket in Pending status this doesn't change the status back to open when the CSR needs to respond to this. If this was the case I could just use the open tickets view.

I need a way to easily identify tickets that a customer has responded to and is awaiting a response. If this is possible with a custom view please can you detail / point me to a guide on how to set this up. This, in my use case, is a fundamental view that is essential for providing speedy support. I have seen this feature as part of other customer support tools for example Intercom has a waiting longest view that sorts it by customers that need a reply with the customer waiting longest at the top of the list.

Thanks for the help and look forward to hearing from you.

Zac

@zac21 Interesting! If the customer is listed as an End User in Zendesk, the ticket should automatically move back to an Open status when they write back in. Mind double checking the following?

1. That the customer is listed as an End User (i.e. not a Light or Full Agent).

2. If they are listed as an End User, can you check the Events of a ticket where you've noticed this issue on to see if you perhaps have a Trigger in place that is moving the ticket back to a Pending status upon update?

If neither of those explain the issue you're experiencing, it may be worth reaching out to Zendesk's Support team so that they can take a closer look for you.