How are one-touch resolutions calculated?

Question

How are one-touch tickets calculated?

Answer

The one-touch resolution calculation counts solved or closed tickets with exactly one agent reply. Use the One-touch tickets metric to make this calculation in Explore.

Agent replies count only after the conversation transfers to the agent. If the end user does not send another message after the transfer, the agent reply count is zero, so the ticket does not count as one touch.

If a customer reopens the ticket with another question and the agent replies and solves the ticket again, it no longer counts as a one-touch resolution.

If the customer replies just to say "thank you" and the agent solves the ticket without another reply, the ticket still counts as a one-touch resolution.

Note: When a proactive ticket is created and solved immediately, and the customer replies, the initial agent comment does not count as a one-touch ticket. Only a second agent comment on proactive tickets counts as a one-touch ticket.

For more information, see Metrics and attributes for Zendesk Support.