In this Explore recipe, you'll discover how to create a report that shows one-touch tickets. These are tickets that were solved with only one agent reply. This report is a great way to gain context into your support efforts.
What you'll need
Skill level: Easy
Time Required: 10 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Ticket data in Zendesk Support
How to create the report in Explore
- In Explore, click the query (
) icon. - In the Queries library, click New query.
- On the Choose a dataset page, click Support > Tickets > Support: Tickets, then click New query. Query builder opens.
- Next, add your metrics, the things you want to measure. In this case, you'll add the number of tickets created. In the Metrics panel, click Add.
- From the list of metrics, choose Agent replies distribution > One-touch tickets, then click Apply.
- In the Filters panel, click Add
- From the list of attributes, choose Time - Ticket solved > Ticket solved - Date, then click Apply.
- In the Filters panel, click the Ticket solved - Date filter you just added.
- On the filter page, click ‘Edit date ranges’.
- On the Advanced tab of the Date range page, choose an appropriate range to view, such as the last 30 days, or last 14 days, then click Apply.
- In the Columns panel, click Add.
- From the list of attributes, choose Time - Ticket solved > Ticket solved - Date, then click Apply.
- From the visualization type menu, choose a Line chart.
You can now configure your chart how you want using the chart configuration menu (
). For details, see Customizing queries.
7 Comments
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?
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.
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
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,
Hey all, I'm building out some reports on one-touch tickets and as soon as I add some aspects to the Rows section of my query (like Ticket ID or Organization), it changes to show all ticket solved for the Month and then adds a new column to the end that either has a 1 or 0 in it if that ticket was one-touch or not. This is when I'm using the metric "COUNT(One-touch tickets)"
Do you know if there's a way to basically only show the ticket ID or Organization if the ticket is a one-touch ticket? I can't seem to filter on that.
Hi Nick Sauvé, thanks for the question. Yes, you can do this. One you've generated your initial query, go to the Chart configuration > Columns panel. At the bottom of that panel you'll see the columns in your table. Click the eye icon for any column you want to turn off. Hope that helps!
Hi ,
i have created a query for tickets solved with one reply from agent using the above example.
but when i drill in and try to check the tickets they have more than one replies .
could you please help.
i have chose count(one touch tickets) in metrics and ticket solved date in filters.
please help.
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