Our support team works in a high-volume category, and sometimes topics get lost in the shuffle without being assigned to an agent.
I’m hoping to find a way to search for unassigned topics in a category so we can always be sure that no topics are left unassigned. Is there a way to do this? It doesn’t look like anyone has asked this here before, and I couldn’t figure out a search filter to make it happen, either.
If the Data Explorer plugin is installed on your site, we could probably help to come up with a query that would return unassigned topics. The built in “List of assigned topics by user” Data Explorer query would be a good starting point for that query.
Whoa! The query params that filter generates are…exactly what I was looking for.
Adding the filter would be a little too heavy-handed – we’d rather it be visible to staff only – but adding ?assigned=nobody&status=open to the URL is totally fine for us. Thanks again.