Tips for better one-touch resolution

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  • Sean Serrels
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    > 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 - Community Manager
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    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
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    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


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