In this article, we will learn how to track cases that have been resolved without an agent reply. This might be helpful in your reporting or tracking the agent activity.
Let's start by creating the tag that will be added to cases without an agent reply. In the Settings/tags simply click add a new tag and name it (e.i. unreplied)
Now we create the trigger, using the case status changed event
Choose the conditions for the trigger
1. Case direction = inbound
2. Case status = resolved and closed
3. Count of outbound messages in the case = Equal 0
4. Excluded tags conditions = 'unreplied'
Almost there! we need to add a job to the trigger. Create a job with 'add tag to a case' action and chose the 'unreplied' from the list of tags.
Back in the triggers click the jobs button and add the job to the trigger
And that's it! Now you can set up widgets in reporting to follow the tag and its usage :)
Any questions? Reach out to our support team!