How are one-touch resolutions calculated with Explore?

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10 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

    0
  • 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.

    1
  • 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?

    0
  • 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. 

    0

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