How to Track Tickets Awaiting Agent Responses in BoldDesk
BoldDesk allows team leads, supervisors, and support managers to create reusable ticket views and reports that help identify tickets where agents have not responded to customers within an expected time window. These views can be used to monitor agent follow-up behavior, identify delayed responses, and track tickets that have not received any agent response.
A ticket can be considered awaiting agent response when:
- No agent has replied to the ticket yet.
- The customer replied last, and no agent has followed up afterward.
- The ticket has remained active beyond the expected response time.
- The response due time has passed or is approaching, based on SLA configuration.
Monitor Delayed Agent Responses
The following configurations show how to create saved ticket views for monitoring delayed agent responses in BoldDesk. You can use these views to track tickets that are waiting for an initial agent reply, tickets that may need follow-up after a customer response, and tickets that require attention based on response timelines.
These views help team leads, supervisors, and support managers monitor agent response activity more consistently and take action before customer experience or SLA performance is affected.
Track Tickets with No First Agent Response
Use this view to find tickets where customers have created tickets, but no agent has replied yet. This helps team leads identify agents or groups that may be delaying first responses.
-
Go to the Tickets module, open any view, click Filters, then select Switch to Advanced filter.
-
Add the following conditions:
-
Agent Reply Count → Less than → 1
-
Created On → Relative date → select a preset such as Last 7 days, Last 30 days, or another time window based on your monitoring requirement.
-
Status → Not in → Solved, Closed. This is optional but recommended to focus only on active tickets.
-
Click Save As.
-
-
In the Save View dialog, enter the required view details, such as the view name, visibility, sort order, and fields to display in the ticket grid, then click Save. For detailed steps, learn more on Advanced Filters in BoldDesk: How to Apply and Save.
This view helps leaders monitor tickets where customers are still waiting for the first agent response.
Track Tickets Awaiting Agent Follow-Up After Customer Reply
Use this view to track tickets where the customer has replied, but the agent has not followed up afterward. This helps team leads identify delayed follow-ups after customer updates and monitor tickets that still require agent attention.
To create this view:
-
Go to the Tickets module, open any view, click Filters, then select Switch to Advanced filter.
-
Choose one of the following condition sets based on how your team tracks pending agent follow-ups.
Option A. Track active tickets where customer follow-up is pending
Use this option when your team does not rely on SLA-based response tracking and wants to monitor active tickets where specific customers, accounts, or high-priority requesters have replied but may still be waiting for an agent response.
Add the following conditions:
-
Last Replied By → In → select the required customers.
-
Created On → Relative date → choose a preset such as Yesterday, This week, or Last 30 days.
-
Status → Not in → Solved, Closed
Use this condition to show only active tickets that still require agent attention.
Option B. Track customer follow-ups by SLA response due time
Use this option when your team relies on SLA-based response tracking and wants to monitor tickets where specific customers, accounts, or high-priority requesters have replied, but the next agent response is due, overdue, or nearing the response deadline.
Add the following conditions:
-
Last Replied By → In → select the required customers.
-
Created On → Relative date → choose a preset such as Yesterday, This week, or Last 30 days.
-
Response Due → Relative Date → select a preset that matches the urgency you want to monitor.
-
Click Save As.
-
In the Save View dialog, enter the required view details, such as the view name, visibility, sort order, and fields to display in the ticket grid, then click Save. For detailed steps, learn more on Advanced Filters in BoldDesk: How to Apply and Save.
- Use Save As to create reusable views and Favorite to pin important views to the top of the list.
- Leaders can create shared views for teams if multiple agents or supervisors need access to the same monitoring view.
- Automation replies are considered formal agent responses. If triggers send automated replies, those replies may affect SLA timers and may cause the ticket to no longer appear in awaiting agent response filters.
- To review customer-driven activity across tickets without selecting specific customers in ticket filters, use the Ticket Conversation Report and set Updated by User Type to Customer. Choose the required date window, and save the report view for reuse. This helps team leads, supervisors, and support managers identify tickets where customers have recently replied and may require agent follow-up.
Permissions
For an agent to create ticket views, the agent’s role must include the permission to Create ticket views.
Frequently Asked Questions
-
How can team leads monitor agents who are slow to respond?
Team leads can create saved ticket views using filters such as Agent Reply Count, Last Replied By, Created On, Response Due, and Status. These views help identify tickets where customers are waiting for agent responses. -
What report shows tickets where customers replied recently?
Use Reports → Ticket Conversation Report and set Updated by User Type = Customer. Then choose a date window and save the report view for reuse. -
Do automation replies count as agent responses?
Yes. Automated replies are treated as formal agent responses and can affect SLA timers. If you need to monitor human-only follow-ups, use tags or other filters to separate automated responses from human responses. -
What permission is required to save ticket views?
Agents must have permission to Create ticket views.
