Customer 'Thanks' Replies and One-Touch Resolutions
What happens if a customer replies 'Thanks' to a solved ticket?
If a customer replies 'Thanks' to a solved ticket and the agent moves the ticket back to 'Solved' without a public reply, it still counts as a one-touch ticket.
This action does not affect the 'Next Reply Time' SLA, as tickets set to Solved immediately fulfill all active SLA targets associated with the ticket.
More related questions
What is a one-touch resolution in Zendesk?
A one-touch resolution in Zendesk is when a ticket is solved or closed with less than two agent replies. This means that the issue was resolved with minimal interaction from the support team. If a customer reopens the ticket with a new question and…
How does a proactive ticket affect one-touch resolution calculations?
Proactive tickets can affect one-touch resolution calculations if not handled correctly. When a proactive ticket is created and solved immediately, and the customer replies, the initial agent comment is not counted as a one-touch ticket. Only if a…
Do follow-up tickets count as one-touch resolutions?
Follow-up tickets are counted separately in the one-touch resolution metric. Each ticket is evaluated on its own, so a follow-up ticket with one agent reply can still be considered a one-touch resolution. However, there is currently no way to…
How are chat interactions considered in one-touch resolutions?
Chat interactions are not counted as agent replies in the one-touch resolution metric. If a customer chats in and the ticket is solved immediately with no follow-up, it is considered to have zero agent replies and is counted as a one-touch ticket….
Do phone call recordings count as public replies in one-touch resolutions?
Phone call recordings do not count as public replies in the one-touch resolution metric. Even if a call is recorded and attached to the case, it is not considered a public reply. For example, if an agent calls a customer, resolves the issue, and…
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