5 funky tricks for better one-touch resolution Follow



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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?)?


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    Nicole Relyea

    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. 


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