Explore recipe: One-touch tickets

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  • 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?

  • 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.

  • 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.






  • 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!



  • Nick Sauvé

    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.

  • Rob Stack
    Zendesk Documentation Team

    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!

  • Gaurav Sharma

    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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