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I need to find open conversations sent to help@company.com that do not have received a reply from csr@company.com yet.
to:help@company.com -"csr@company.com"
queries like the above fetches everything as it searches the first email in every conversation (which would not obviously have any traces of csr@company.com) and then returns the entire conversation in the search result, which is not the desired output.
I found a three step solution.
Step 1: Search all conversations that received a reply from csr@company.com using the below search query
to:help@company.com from:csr@company.com
Step 2: Label all the search results as "replied" using the gmail UI
Step 3: Search for conversations that are NOT labelled as "replied"
to:help@company.com -label:replied
I got the desired results :)