Filter Tickets with No Reply to Customer comment

Josia Leppert

Hello,

I am looking for a way to filter tickets in Jira Cloud that have not yet received a reply from our team to the customer(Reply to Customer). Specifically, I want to identify tickets that have been created but have no outgoing comments or responses from our agents.

 

Is there a JQL query or any other method to filter such tickets effectively? 

Walter Buggenhout

Hi @Josia Leppert,

You cannot filter issues decently based on just comments. But a pretty common scenario would be to design this into your ticket workflow:

• Newly created tickets get status NEW;
• As soon as an agent starts working on the ticket, make sure the ticket status gets changed into e.g. ACKNOWLEDGED or IN PROGRESS or WITH SUPPORT (or anything that represents your team has started working on it). You can use automation to transition your issue automatically when an agent adds a comment to it, if you want to make sure people don't forget to transition the issue.

As soon as you have this in place, you can easily search for issues with status = NEW, as these are the ones that haven't been addressed yet.

Hope this helps!