Insights: One-touch tickets Follow

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7 comments

  • Avatar
    Kim Lake

    Hi we want to dive further into this and establish one-touch tickets by agent? 

  • Avatar
    James Green

    Hi,

    Do requesters' comments count against one-touch? For example:

    • 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

    Thanks!

  • Avatar
    Jessie - Community Manager

    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?

  • Avatar
    Jessie - Community Manager

    Hey James! I'm not totally sure about that, so I'm going to find someone who can answer!

  • Avatar
    Nhia Lor

    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

    • Requester comments prior to the agent making the public comment count against the one-touch metric.

    A customer replies "Thank you" and an agent re-solves the ticket without adding another reply

    • As long as the agent solves it without a second public reply it will not count against the one-touch metric.

    Internal notes

    • Internal notes will never count against the one-touch metric.

     

    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!

  • Avatar
    George Ntatianidis

    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.

  • Avatar
    Jessie - Community Manager

    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.

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