Calculating One-touch Messaging Tickets in Zendesk
How is the 'One-touch messaging tickets' metric calculated?
The 'One-touch messaging tickets' metric counts the number of messaging tickets that were resolved in the first interaction. This means the ticket transitioned from Open to Solved without going through Pending or On-hold statuses. It's a useful metric for assessing the efficiency of your support team in resolving issues quickly.
More related questions
What are the requirements to use Zendesk messaging metrics and attributes?
To use Zendesk messaging metrics and attributes for custom reporting, you need a Zendesk Explore Professional or Enterprise plan. If you're on the Explore Lite plan, you'll only have access to a subset of these metrics and attributes through…
What is the Messaging tickets dataset in Zendesk?
The Messaging tickets dataset in Zendesk includes metrics and attributes related to all messaging channels, such as web, mobile, and social messaging. This dataset is crucial for building reports and analyzing the performance of your messaging…
What does the '% Satisfaction score' metric represent?
The '% Satisfaction score' metric represents the percentage of satisfaction surveys rated as good by requesters. It is calculated by dividing the number of good satisfaction tickets by the total number of rated satisfaction tickets. This metric…
How is 'First reply time' measured in Zendesk messaging?
In Zendesk messaging, 'First reply time' is measured as the duration between when a messaging ticket is created and the first agent reply. This can be calculated in seconds, minutes, hours, or days, and can also exclude out-of-business hours to…
What is the significance of 'Agent wait time' in Zendesk?
'Agent wait time' measures the duration from when an agent sends a message to when the end user responds. It can be calculated in seconds, minutes, hours, or days, and can also exclude out-of-business hours. This metric is important for…
How can I track the age of unsolved tickets in Zendesk?
You can track the age of unsolved tickets in Zendesk by measuring the duration between when an unsolved messaging ticket was created and the current time. This can be calculated in minutes, hours, or days, providing insights into how long tickets…
What does 'Reopened messaging tickets' mean in Zendesk?
'Reopened messaging tickets' refers to the number of messaging tickets that were reopened after being initially solved. This metric is available for data from July 18, 2023, onwards. It helps in identifying tickets that may require further…
How is 'First assignment time' calculated in Zendesk?
'First assignment time' is calculated as the time between when a messaging ticket is created and when it is first assigned to an agent. This can be measured in seconds, minutes, hours, or days, and is available for data from July 18, 2023, onwards….
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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