How are one-touch resolutions calculated with Explore?

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  • 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

  • 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.

  • 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)

  • 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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