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One-touch tickets for phone and chat channels



Posted Sep 07, 2021

Hi everyone, 

It would be great to have a report showing the volume of calls and chats where an agent is able to respond to customer's query with only one interaction. 

Thank you!


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Erin O'Callaghan

Zendesk Documentation Team

Hi @..., you can follow the Explore recipe: One-touch tickets and add a filter of Ticket channel with a value of Voice and/or Chat. (For more info on ticket channels, see Understanding ticket channels in Explore.)

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Zendesk understands One-Touch on chats the same way as it does on tickets, correct?

 

I'm asking this because we are having a low volume of one-touch tickets on chats, but most of our conversations start with a hello message and then a response.

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Hi Mayra,
 
Thanks for the question. Unfortunately, the one-touch metric is not currently available in the Chat datasets, I'm sorry for that. One-touch is available for the Support dataset only. 
 
In this case, you may consider using the Engagement dataset (Chat) with the metric "Chat messages", showing the number of replies in a chat session, or "Chat agent messages" to only include agent replies.
 
I hope this helps.

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Hi, Cristian,

 

We use Messaging, which is in the Support dataset.

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