How are one-touch tickets calculated?
The one-touch resolution calculation counts any solved ticket with less than or equal to 1 agent reply.
In Insights, the metric you should use to make this calculation is # One-Touch Tickets (see Insights metrics reference).
If a customer re-opens the ticket with an additional question and the agent responds and solves the ticket again, it will no longer count as a one-touch resolution.
However, if the customer reaches back saying 'thank you' for example, and the agent solves the ticket without making another reply, the ticket will still count as a one-touch resolution.