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.
32 comments
Efrat Barak Zadok
Hi, We plan to use a different calculation for the one touch resolution. Instead of using # of agent replies - we plan to use # of end user comments.
Can you help with instructions how can I build this metric?
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James G
Unfortunately, counting the number of end-user replies within the Tickets dataset is not an option so creating a one-touch tickets kind of metric based on end-user replies is not possible at the moment. However, you can achieve a similar report by utilizing the Updates history dataset. Simply use the metric "End-user comments" and filter the report to tickets with a status of Solved and Closed. To narrow down the results, add a metric filter and set the value of the metric End-user comments to 1. This way, you'll be able to see all tickets that are currently in solved or closed status with a single end-user comment only.
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