Explore recipe: One-touch tickets

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

1. In Explore, click the reports () icon.
2. In the Reports library, click New report.
3. On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
4. 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.
5. From the list of metrics, choose Agent replies distribution > One-touch tickets, then click Apply.

   

6. In the Filters panel, click Add
7. From the list of attributes, choose Time - Ticket solved > Ticket solved - Date, then click Apply.
8. In the Filters panel, click the Ticket solved - Date filter you just added.
9. On the filter page, click ‘Edit date ranges’.
10. 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.

    

11. In the Columns panel, click Add.
12. From the list of attributes, choose Time - Ticket solved > Ticket solved - Date, then click Apply.
13. 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.