A view for a customer which haven't responded

Question

Hi guys,Someone already asked that question but got a generic answer so i will try again:I’d like to create a view that shows all the conversations/tickets that we’re currently waiting for the customer to answer on.So let’s say: If a customer haven’t responded to our last message for let’s say 3 days, show it to me in that view.I know how to create a view but the conditions/filters is what i need help with Thanks a bunch! :) Ro

Anonymous · Accepted Answer

Hey Rotem, Shaq fromthe Support Engineering team here👋There’s not a direct wayto create a view like that with filtersas there is nofilter“waiting on customer”, currently. But you could achieve this with a little bit of workaround:Step to achieve this ⬇️1️⃣ In theSettings menu -> Tags, create a new tag, e.g.Waiting on customer2️⃣ Create a workflow with the triggerCustomer has been unresponsive. Select a time period how long you want to wait, e.g. 30 minutes. And workflow itself is as simple as this - simply tag the conversation with your newly created tag 👇3️⃣ Now when you create the Inbox view, select to include there all conversations with the tag Waiting on customer 👇And that's it 🙌You will have the automation (workflow) that will automatically tag conversations when customer does not reply in X amount of time, and these conversations will be placed in the Inbox view. Likewise you can create am Automation to remove the tag once a reply is sent.More information on creating views can be found here.More information on creating workflows can be found here.I hope this helps! Let me know if any questions come up while setting this up.👍

Rotem Ben Shitrit · Answer

BHey Rotem, Shaq fromthe Support Engineering team here👋There’s not a direct wayto create a view like that with filtersas there is nofilter“waiting on customer”, currently. But you could achieve this with a little bit of workaround:Step to achieve this ⬇️1️⃣ In theSettings menu -> Tags, create a new tag, e.g.Waiting on customer2️⃣ Create a workflow with the triggerCustomer has been unresponsive. Select a time period how long you want to wait, e.g. 30 minutes. And workflow itself is as simple as this - simply tag the conversation with your newly created tag 👇3️⃣ Now when you create the Inbox view, select to include there all conversations with the tag Waiting on customer 👇And that's it 🙌You will have the automation (workflow) that will automatically tag conversations when customer does not reply in X amount of time, and these conversations will be placed in the Inbox view. Likewise you can create am Automation to remove the tag once a reply is sent.More information on creating views can be found here.More information on creating workflows can be found here.I hope this helps! Let me know if any questions come up while setting this up.👍Brilliant - thanks so much!So a few questions:It won’t do it for retro, correct? only from the point I’vecreated it, correct?Is it applicable for both tickets and conversations or just one of them?

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