Tips for better one-touch resolution

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  • Sean Serrels

    > Our customer service team triages every ticket that comes in and makes sure it gets to the right team as fast as possible. 

    Doesn't triaging the ticket count as a touch in this situation? Or do they just route the ticket to the proper group without making any changes (and does that not then count as a touch?)?


  • Nicole S.
    Zendesk Community Team

    Hey Sean -

    The "zero touch" statement was just referring to point #1 around self-service. So yes, triage would likely count as a touch. 

    The triage team does simply route the ticket; they read through it and assign to someone for response. Typically they spend less than a minute per ticket in the assign process. 

    Let us know if you have any additional questions or need any other clarification. 


  • Balazs Brauner

    How could I measure the First touch resolution, meaning that I can track tickets which were picked up and solved immediately without referring them to other groups?

    Thank you

  • Elissa
    Zendesk Community Team

    Hello Balazs Brauner

    By default Explore doesn't really have a metric that measures for tickets that were solved without an agent reply. But, you can easily adjust (clone and edit) some existing metrics to show that as shown below. There are two options that have effectively the same result.

    In case you haven't created a custom metric before, it's super simple! Simply follow these steps (more info in this article):

    1. In query builder, click the calculator icon on the right sidebar.
    2. Click Standard calculated metric. The Standard calculated metric page opens.
    3. In the Name field, type a name for your new metric.
    4. In the Formula field copy paste the formula from the code block I supplied below, or type in your own formula, or use the dropdowns to build your own formula.

    Adjust the "one-touch tickets" metric:

    Here is the "one touch ticket" metric that comes with Explore:

    To get "zero touch tickets" simply change the "<2" portion of that formula to "<1". Here is the code if you simply want to copy paste this into a new custom metric:

    IF (VALUE(Agent replies) <1 AND ([Ticket status - Unsorted] = "Solved" 
    OR [Ticket status - Unsorted] ="Closed")) THEN [Ticket ID] ENDIF

    Adjust the "unreplied unsolved tickets" metric:

    Here is the metric as it comes with Explore:

    To get "unreplied solved tickets" simply change it from "!=" (does not equal) to "=" as shown below:

    IF (VALUE(Agent replies)<1 AND [Ticket status - Unsorted] = "Solved" 
    AND [Ticket status - Unsorted] = "Closed") THEN [Ticket ID] ENDIF

    I hope that helps!


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