How to report on users that have not replied back to their own ticket?

[Brent Cox]

I am trying to improve the communication flow on incidents in our system. One thing I have noticed is that users, quite often, do not reply back to tickets. I would like to reach out to survey why this might be. So I was wondering if there is a way to report on incidents where the creator of the ticket does not respond. I can then take that and look at older tickets and this will help me to know who I can reach out to to discuss what can be improved upon to get them to respond back to their tickets. Thanks! 

[Mahathi]

Hi @Brent Cox ,

In the Resolution code , you can have a choice called '3 Strike rule/policy'.

When the issue is resolved  by the support agent but not being acknowledged by the user, the agent will try to reach out to the user for 3 times over an email/call and then resolve the ticket since there is no response. The timeline for this can be decided based on the organization's requirement, the 3 times could be over a period of 1/2 weeks.  With this incorporated you will be able to pull a report based on the resolution code to identify how many such incidents have had no responses from the user in the past.

If my answer helped in any way, please mark it as ✅Correct & 👍Helpful

Thanks,
Mahathi

[Bert_c1]

Hi @Brent Cox,

OOB, if an incident is placed "On Hold" (state field), then there is the "Hold Reason" that becomes mandatory, and has values "Awaiting Caller", "Awaiting Change", "Awaiting Problem", and "Awaiting Vendor".  If you users set the state to "On Hold" and the Hold Reason to "Awaiting Caller", you can report on that field. Where I worked this was automated, once we posted a 'Additional Comment', the state and Hold Reason was set to those values.