Plan requirement
| Subscription | Suite Growth or higher, Support Professional or higher |
| Access | Admin |
Views can filter on side conversations, which is how you find tickets waiting on a supplier who never replied.
The view worth building
Tickets with an open side conversation, on-hold, not updated for several days. That is a list of conversations where you asked somebody something and nothing came back.
Without it those tickets are invisible: they are correctly on-hold, so they are out of the open queue, and nothing brings them back until somebody replies. If nobody ever does, they sit there.
Pair it with a trigger
A trigger that sets the ticket to open when a side conversation is replied to handles the happy path. The view handles the one that matters: when there is no reply at all.
Reporting on it
Explore can report on tickets with side conversations, which tells you something a view cannot: how long they typically take, and which suppliers or departments are slow. That turns chasing into a conversation with evidence.
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