How are one-touch resolutions calculated?

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17 Comments

  • Schuyler Weinberg

    Does an internal comment count as an Agent Reply here? We typically use a macro that adds a tag and internal comment to track when we solve with no response

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  • Ricardo
    Zendesk Community Team

    Hello Schuyler,

    Agent replies gives you the number of public replies added to a ticket by an agent. So internal notes aren't counted. For more info, see Metrics and attributes for Zendesk Support.

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  • Christophe

    Sometimes tickets don't need an answer so we just solve them. If a ticket is solved without public reply, will that count as a one-touch ticket or not? (in my view it should not)

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  • Brett Bowser
    Zendesk Community Team

    Hey Christophe,

    I confirmed with one of our Explore experts that this metric would include any ticket that has 0 agent responses as well. If you'd like to exclude these tickets, you can create a custom metric using the default metric as a model. You can then add an extra condition to exclude 0 agent replies.

    Hope this clears up any confusion!

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  • Joshua Bentley

    Based on what I'm reading here, one-touch tickets and one-reply tickets should have the same stats, is that correct? So if I check all one-touch tickets for last week, it should match the number of one-reply tickets for last week.

    Yes?

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  • Imelda Dooley

    Hi,

    Referring to Brett's response to Christophe regarding tickets that don't require an answer. To confirm - if it's closed off by an agent without a response, it's still included as a response in this metric. Is that correct?

    In an earlier response to the question "How are one-touch tickets calculated?", it was advised that 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. Based on my first point, would it not register as a response, therefore not making it a one-touch resolution.

    Many thanks

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  • Elaine Hilario
    Zendesk Customer Advocate

    Hi Joshua,

    Based on the One-touch tickets formula below:

    IF (VALUE(Agent replies) <2 AND ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] ="Closed")) THEN [Ticket ID] ENDIF

    This will include tickets that have only one public response from an agent or no response at all.

     

    I’m not sure what you meant by one-reply tickets as upon checking, we currently do not have that listed in our default metrics. Can you please provide more information about the one-reply tickets that you’re referring to?

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  • Elaine Hilario
    Zendesk Customer Advocate

    Hi Imelda,

    If the agent just solves a ticket without a public response, then yes, the ticket is still included in this metric. The One-touch tickets formula looks for tickets that have <2 Agent replies. This means that tickets with one public reply or no public reply at all count as one-touch tickets.

    From the Metrics and attributes for Zendesk Support article,

    I hope this clarifies your inquiry. Cheers! :)

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  • Jessica Manipon

    If there is a lot of back and forth in the ticket via social media (ex. Facebook Messenger), is that considered as one-touch?

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  • Chandra Robrock
    Community Moderator

    Hi Jessica Manipon! If there are two or more Agent Replies (i.e. public comments left by an agent) on the ticket, it wouldn't be considered a one-touch ticket. 

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  • Siron Santos

    Hello!

    If I reply a ticket to a client with a different status than "solved", he returns with another reply and only then I answer to him with the "solved" status, will it be a one touch ticket or not?

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  • Brett Bowser
    Zendesk Community Team

    Hey Siron,

    That will not be considered a one-touch ticket since the agent is replying more than once on the ticket before it was solved. One-touch tickets will have a single agent reply before the ticket has been solved.

    Hope this clears up any confusion!

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  • Temiloluwa Paul Adetola

    Hi Jessica Blake

    Would it also be accurate that the first line of the code is IF (VALUE(Agent replies) =1 instead of <2? I feel it's less trouble this way rather than having to filter out the tickets with 0 replies.

    Thank you

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  • Thibaut
    Zendesk Customer Advocate

    Hi Temiloluwa Paul Adetola

    Using IF (VALUE(Agent replies) =1  could indeed work, but you would exclude from the results all the tickets having been solved without an agent reply, so a written public reply from the agent, after a first message from an end-user. 
    This would mean that those kind of tickets would be excluded : 
    - Proactive tickets solved immediately
    - Merge tickets without replies
    - Talk tickets that did not require a written follow-up
    - Chat tickets that also did not require a written follow-up
    - All tickets solved with only an internal note from the agent

    The definition of one-touch tickets takes into account all those definitions, thus the IF (VALUE(Agent replies) <2

    I hope this helps! 

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  • Temiloluwa Paul Adetola

    Hi Thibaut

    Thanks for weighing in on this.

    Yes, all the listed ticket variations will definitely counts for One-Touch. The reason I asked if (=1) would be a good fit is that I was looking for the closest means to really know if the content of an agent's first reply solved the customer's query. So based on this, I need to consider tickets where there's an actual reply and if the customer does not reply till ticket is closed, then that single agent's reply most probably solved the customer's query.

    So in this case, tickets where where is zero reply might skew the result I'm looking for.

    But thanks again, this definitely helps.

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  • Thibaut
    Zendesk Customer Advocate

    Hi again Temiloluwa Paul Adetola

    What would then be possible is to create a new custom metric using IF (VALUE(Agent replies) =1 under a different name so you would be able to get those data as well as the "regular" one-touch tickets with 0 replies via the original metric.

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  • Thibaut
    Zendesk Customer Advocate

    Hi again,

    What would then be possible is to create a new custom metric

    Thibaut | Technical Support Engineer | EMEA
    👉 Free Zendesk trainings 👈

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