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