How are one-touch resolutions calculated?

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21 Comments

  • 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?

    1
  • 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

    0
  • Elaine
    Zendesk Customer Care

    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?

    2
  • Elaine
    Zendesk Customer Care

    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! :)

    0
  • Jessica

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

    0
  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    Hi @...! 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
  • 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?

    0
  • Brett Bowser
    Zendesk Community Manager

    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

    Hi @...

    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

    Hi @...

    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! 

    0
  • Temiloluwa Paul

    Hi @...

    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.

    0
  • Thibaut

    Hi again @...

    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.

    0
  • Rakuten TV

    Hi,

     

    Could you please help me creating a view showing on average, the percentage of touches used to solve a ticket? For instance: in the last month we had on average 1,7 Touches in solved tickets.

    I am struggling a bit to find the solution.

    Thank you.

    0
  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    Rakuten TV It sounds like using the metric Agent Replies and selecting AVG instead of SUM could work here. That would give you the average number of Agent Replies (or touches) for the specific tickets you're looking for (i.e. Solved Tickets within the Past Month).

    Zendesk also includes a % of One-Touch, Two-Touch & Multi-Touch tickets as a metric you could select as well:

    Also including a few other Explore recipes that might be a helpful reference for you in terms of other ways you could drill into this data:

     

    0
  • Rakuten TV

    Hi Chandra,

    Thank you, you guys make our work life easier :) 

    0
  • Ticketmaster UK Limited.

    Hi!

    Can you confirm if first touch resolution accounts for tickets that are solved automatically without any agent involvement (e.g. using a trigger to reply to customer and solve ticket, 0 agent replies)?

    Thanks

    J

    0
  • Dane
    Zendesk Engineering
    @JT,
     
    As long as the ticket has less than 2 public replies or even no reply and was set to Solved by any means, it will be counted under one-touch tickets.
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  • Marie Mccormack

    Hi There!

    Question about one-touch resolutions. 

    If an agent replies to a customer but puts the ticket in 'pending' status while awaiting the customer's response, and then the agent replies back to the customer once they respond and THEN solves the ticket out, would it be considered One-Touch given the first reply wasn't 'solved' but rather pending?

    Thank you!

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Marie, welcome to the community!
     
    In your example, the ticket would have two agent replies, so it would not be considered a "one-touch" ticket. As the article above says, "The one-touch resolution calculation counts any solved or closed tickets with less than two agent replies."
    0
  • Riah Lao

    Hi,

    We have similar situation with Marie Mccormack, ours though is agent putting the ticket on hold and replied to the customer (1st reply). Agent replies again to the customer (2nd reply) to provide resolution.

    Not sure if it is fair to the agent to penalize them from non FCR for Pending/Hold scenarios.. Is there a workaround?

    0
  • Dane
    Zendesk Engineering
    HI Rhia,
     
    IF (VALUE(Agent replies) <2
    AND ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] ="Closed"))
    THEN [Ticket ID]
    ENDIF
     
    This is the formula for One Touch tickets based on Metrics and attributes for Zendesk Support. It only means that it will only count one touch tickets if the reply is less than two and the status of the ticket is Solved or Closed. Putting the ticket on Pending and On-hold is irrelevant as it will not be counted on this metric.
     
    On Marie's example, it will no longer be counted as one touch ticket for the agent already replied twice when the ticket was solved. It will count all the public replies on the ticket when it was set to Solved.
     
    Hope this helps!
    0

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