Question
How are one-touch tickets calculated?
Answer
The one-touch resolution calculation counts any solved or closed tickets with less than two agent replies. Use the One-touch tickets metric to make this calculation in Explore.
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 by 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.
Note: When a proactive ticket is created and solved immediately, and the customer replies, the initial comment from the agent is not counted as a one-touch ticket. Only a second agent comment on proactive tickets will count as a one-touch ticket.
For more information, see the article: Metrics and attributes for Zendesk Support.