Explore recipe: One-touch tickets

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<p class="p">In this Explore recipe, you'll discover how to create a report that shows <em>one-touch</em> 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.</p>
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<h2 class="title topictitle2" id="ariaid-title2">What you'll need</h2>
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<p class="p" dir="ltr">Skill level: <em class="ph i">Easy</em></p>
<p class="p" dir="ltr">Time Required: <em class="ph i">10 minutes</em></p>
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<li class="p" dir="ltr">Zendesk Explore Professional or Enterprise</li>
<li class="p" dir="ltr">Editor or Admin permissions (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836002970-Adding-users-to-Explore" rel="noopener" target="_blank">Giving agents access to Explore</a>)</li>
<li class="p" dir="ltr">Ticket data in Zendesk Support</li>
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<h2 class="title topictitle2" id="ariaid-title3">How to create the report in Explore</h2>
<p><iframe allowfullscreen="" frameborder="0" height="315" src="//www.youtube-nocookie.com/embed/tcpNi3az29c" width="560"></iframe></p>
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<li class="li" dir="ltr">In Explore, click the reports (<img alt="" class="image" height="16" id="topic_rbr_bgy_4fb__image_xc3_rqx_4fb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_query_icon.png" width="16">) icon.</li>
<li class="li" dir="ltr">In the Reports library, click <strong class="ph b">New report</strong>.</li>
<li class="li" dir="ltr">On the <strong>Select</strong><strong class="ph b"> a dataset</strong> page, click <strong>Support</strong> &gt; <strong>Support - Tickets</strong>, then click <strong>Start report</strong>. The report builder opens.</li>
<li class="li" dir="ltr">Next, add your metrics, the things you want to measure. In this case, you'll add the number of tickets created. In the <strong class="ph b" style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;">Metrics</strong><span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;"> panel, click </span><strong class="ph b" style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;">Add</strong><span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;">.</span>
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<li class="li" dir="ltr">From the list of metrics, choose <strong class="ph b">Agent replies distribution</strong> &gt; <strong class="ph b">One-touch tickets</strong>, then click <strong class="ph b">Apply</strong>.
<p class="p" dir="ltr"><img alt="" class="image img-screenshot" height="511" id="topic_rbr_bgy_4fb__image_ad3_rqx_4fb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_recipe_18.png" width="624"></p>
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<li class="li" dir="ltr">In the <strong class="ph b">Filters</strong> panel, click <strong class="ph b">Add</strong>
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<li class="li" dir="ltr">From the list of attributes, choose <strong class="ph b">Time - Ticket solved</strong> &gt; <strong class="ph b">Ticket solved - Date</strong>, then click <strong class="ph b">Apply</strong>.</li>
<li class="li" dir="ltr">In the <strong>Filters</strong> panel, click the <strong>Ticket solved - Date</strong> filter you just added.</li>
<li class="li" dir="ltr">On the filter page, click ‘<strong class="ph b">Edit date ranges</strong>’.</li>
<li class="li" dir="ltr">On the <strong class="ph b">Advanced</strong> tab of the <strong>Date range</strong> page, choose an appropriate range to view, such as the last 30 days, or last 14 days, then click <strong>Apply</strong>.
<p class="p" dir="ltr"><img alt="" class="image img-screenshot" height="545" id="topic_rbr_bgy_4fb__image_cd3_rqx_4fb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_recipe_19.png" width="624"></p>
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<li class="li" dir="ltr">In the <strong class="ph b">Columns</strong> panel, click <strong class="ph b">Add</strong>.</li>
<li class="li" dir="ltr">From the list of attributes, choose <strong class="ph b">Time - Ticket solved</strong> &gt; <strong class="ph b">Ticket solved - Date</strong>, then click <strong class="ph b">Apply</strong>.</li>
<li class="li" dir="ltr">(Optional) Exclude merged tickets by adding a standard calculated attribute filter that excludes tickets with the <strong>closed_by_merge</strong> tag. See <a href="https://support.zendesk.com/hc/en-us/articles/6324325214618">How do merged tickets affect one-touch ticket reporting?</a>
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<li class="li" dir="ltr">From the visualization type menu, choose a <strong class="ph b">Line</strong> chart.</li>
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<p class="p">You can now configure your chart how you want using the chart configuration menu (<img alt="" class="image" height="16" id="topic_rbr_bgy_4fb__image_dlj_b1g_pfb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_chart_configuration.png" width="16">). For details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839246618-Customizing-queries" rel="noopener" target="_blank">Customizing reports</a>.</p>
<p class="p"><img alt="" class="image img-screenshot" id="topic_rbr_bgy_4fb__image_c45_bwg_5fb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_recipe_222.png" width="850"></p>
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