In this Explore recipe, you'll discover how to create a report that shows one-touch tickets. These are tickets that were solved with only one agent reply. This report is a great way to gain context into your support efforts.
What you'll need
Skill level: Easy
Time Required: 10 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Ticket data in Zendesk Support
How to create the report in Explore
- In Explore, click the reports (
) icon.
- In the Reports library, click New report.
- On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
- Next, add your metrics, the things you want to measure. In this case, you'll add the number of tickets created. In the Metrics panel, click Add.
- From the list of metrics, choose Agent replies distribution > One-touch tickets, then click Apply.
- In the Filters panel, click Add
- From the list of attributes, choose Time - Ticket solved > Ticket solved - Date, then click Apply.
- In the Filters panel, click the Ticket solved - Date filter you just added.
- On the filter page, click ‘Edit date ranges’.
- On the Advanced tab of the Date range page, choose an appropriate range to view, such as the last 30 days, or last 14 days, then click Apply.
- In the Columns panel, click Add.
- From the list of attributes, choose Time - Ticket solved > Ticket solved - Date, then click Apply.
- (Optional) Exclude merged tickets by adding a standard calculated attribute filter that excludes tickets with the closed_by_merge tag. See How do merged tickets affect one-touch ticket reporting?
- From the visualization type menu, choose a Line chart.
You can now configure your chart how you want using the chart configuration menu (). For details, see Customizing reports.
9 comments
GS Admin
Hi ,
i have created a query for tickets solved with one reply from agent using the above example.
but when i drill in and try to check the tickets they have more than one replies .
could you please help.
i have chose count(one touch tickets) in metrics and ticket solved date in filters.
please help.
0
Ksenia Shanyuk
Hello
I am also seeking help with the above but I would like to integrate this metric to the classification report.
In particular, I have created a query to show tickets created per classification and I also want to add how many of those tickets have been solved at first contact by the agent. I have followed the above step by step guide but the query does not seem to be showing the correct data..
Many thanks in advance
Ksenia
0
Diosa
I'll open a ticket for you so that we can look into this further for your created report.
0
Richard Dawson
Is there a way that I can create a report similar to this but I want to show each ticket and which article is linked to it so I can see which tickets we don't have good articles for?
0
Diosa
You can follow the steps up to step 12, but for the last step, instead of using a line graph, use a table to list down the ticket IDs. Then, under Rows, add the ticket ID attribute.
However, there is currently no option to display which articles are linked in the tickets.
0
Abed Islam
How can I recreate one-touch tickets in the Ticket updates dataset?
0
Mau
I'm afraid One-touch metric is only available in Tickets dataset. You will be able to confirm this when you visit this article: Metrics and attributes for Zendesk Support under the topic Tickets dataset.
Hope this helps!
Mau
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Judy Correia
Similar to the original 2 comments on this thread, tickets listed as one-touch tickets have more than 1 internal comment. The one-touch metric doesn't take into account internal comments. It seems to count one-touch tickets as any ticket without any external comments or only 1 external comment. Is it possible to track true one-touch tickets (i.e. those with only one comment, external or internal)?
0
Gabriel Manlapig
If you answer and solve the ticket in the first reply back to the customer and no further comments are added by the user or yourself, that would be one touch.
One-touch tickets only count for public updates. Internal notes do not count in one-touch tickets.
So if your end-user replies with a "thank you" and your agent doesn't make another public comment, it is still considered a one-touch ticket. If the user or yourself adds comments after the ticket is solved, the ticket gets re-opened and you have to mark it as solved again, this is now multi touch as there are 2 or more updates from the agent (first solved, then solving the reopens).
For reference, please see this article: How are one-touch resolutions calculated?
I hope that helps!
0