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One-touch tickets is a great report to gain context into your support efforts. As a best practice, the # One-Touch Tickets metric should be used with the #Reopens to gauge the quality of one-touch tickets and make sure they stay 'one-touch'.
Skill level: Easy
Time Required: 10 minutes
Ingredients: One or two built-in metric(s).
Creating your report
- Click the Reporting icon (
) on the sidebar in the agent interface, then click the Insights tab. - Click the GoodData link in the top right corner.
- In the top menu, click Reports>Create Report.
- Name your report 'One-touch tickets'.
- In the What panel, select # One-Touch Tickets and # Reopens.
- In the How panel, select Week (Mon-Sun)/Year(Ticket Solved).
- Click Done.
Customizing your report
After you finish creating your report, you can configure chart options to reflect the number of one-touch tickets.
- Select the area chart option.
- Click Show Configuration next to chart types.
- Click Metric Values.
- Change # Reopens to a secondary Y axis value.
- Click Apply.
- In Global Settings, uncheck Gridlines.
- Click Apply.
Your final report should resemble the image below:
15 Comments
Hi we want to dive further into this and establish one-touch tickets by agent?
Hi,
Do requesters' comments count against one-touch? For example:
Thanks!
Hey Kim!
I'm no Insights expert, but you might be able to add that as a Filter on the report. Have you checked that?
Hey James! I'm not totally sure about that, so I'm going to find someone who can answer!
Hey James,
Our one-touch metric is built around the "Ticket Replies" fact which is only tracks the public agent replies. So the Therefore below are some clarifications to your questions.
A customer adds a comment before an agent gets to the ticket
A customer replies "Thank you" and an agent re-solves the ticket without adding another reply
Internal notes
So to help summarize, the one-touch ticket is only measuring tickets that have one public agent comment.
Hopefully this helps you further towards understanding how this metric functions!
Hello,
My agents use the Pending status instead of solving the ticket when they expect a second reply from the customer in order not to avoid prevent the 'One-touch' metric to be affected from their potential second reply. Is that a good practice? Lately, this metric has dropped so we are trying to understand the reason and find the best practice.
Hi George! Welcome to the Community!
I can't really speak to it in the context of FRT, but in general it is a best practice to put a ticket in Pending when you're expecting a response from your customer, to avoid the pitfall of the customer getting upset because they didn't get the answer they needed and keep the lines of communication open.
I'd like to see a report listing what the one touch tickets are. We are not fully trusting the one touch% metric so I want to validate it by actually looking at the list of tickets classified as one-touch.
Help please!
Hi Casey,
You could get a list of one-touch tickets, like the one in the screenshot below, by doing the following:
WHAT: # Ticket updates
HOW: Ticket ID and Ticket subject
FILTER: Numeric range filter with Ticket Id as attribute and One-Touch Tickets as metric. (The date filter I have was just to limit the results).
As I understand the One-Touch Tickets metric it includes tickets with one (or less) public comments (and the ticket description doesn't count). As you can see above, we have tickets with multiple updates that still count as one-touch tickets.
Clicking the ticket Id in the table opens the corresponding ticket in Zendesk Support, so it should be easy to check what is what.
Hope that helps you out.
I may have edited the default metric for one touch tickets. Does the original metric for # One touch Tickets use
# Tickets Solved or
# Solved Tickets
Mine is set at # Solved Tickets. I have to look up the definitions for each of these every time I try to work on anything that involves solved tickets!
Hi all,
Hope you can help me out with something.
We have quite some tickets which are automatically closed by triggers (basically some kind of spam, messages that don't require a response). These tickets are added in the reports, but we don't want that. Is there any way to filter just on tickets assigned to agents?
Thanks in advance for your help!
Nicole
Hi Nicole,
Maybe you could make those triggers add tags like `closed_by_spam`, `closed_by_empty_message`, etc. and exclude tickets with those tags from your metrics?
James
Thanks for helping out James!
@Nicole the best option would be to tag these tickets and then exclude them from your reports as James mentioned. I've attached some documentation below which I believe you'll find useful:
I hope the above helps!
How can our one touch tickets exceed the number of tickets created? Thanks!
Hey Beth,
One-touch tickets look for any tickets that were solved with a single reply within the timeframe you've specified in your filters. If tickets were created outside the date filter you applied but solved within the date filter that can cause one-touch solves to be higher. It all really depends on what filters you're using in your report. I've provided a link to our Insights Date Dimensions which I believe you'll find helpful as well.
Let us know if you have any other questions :)
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