Explore recipe: One-touch tickets

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4 Comments

  • Anna

    Hello, is there a way to show this as a percentage? I would like to create a query that shows me the % average one-touch resolution per agent, how can I achieve this?

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  • Rob Stack
    Zendesk Documentation Team

    Hi Anna, one way you could do this is, instead of adding me - Ticket solved > Ticket solved - Date to the Columns panel, add Assignee name. Then choose the Pie chart visualization.

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  • Bernard

    Hello There

    If we want to have the total amount of touched tickets, we have to create a Metric which would be the sum of, one touched, two touched and multiple touched tickets?

    If yes, In which Dataset we have to create this Metric. ?

    Thanks for your help.

     

    Regards

     

     

     

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  • Taylor Bowser
    Zendesk Customer Advocate

    Hi Bernard, 

    You can report on the number of touched tickets by creating a custom metric in the Support: Tickets dataset using the following formula: 

    IF (VALUE(Agent replies)<1 THEN [Ticket ID] ENDIF

    Hope this helps!


    Best, 

     

    0

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