How Merged Tickets Affect Reporting - Frequently asked questions
Discover how merged tickets impact one-touch ticket reporting in Zendesk. Explore common questions and detailed answers to enhance your understanding.
Frequently asked questions
How do merged tickets impact one-touch ticket reporting in Zendesk Explore?
Merged tickets can affect one-touch ticket reporting by including merge comments in the reply count. One-touch tickets are those solved or closed with fewer than two replies, and by default, merge comments are counted in this calculation. To ensure…
What defines a one-touch ticket in Zendesk Explore?
A one-touch ticket in Zendesk Explore is defined as a ticket that is solved or closed with fewer than two replies. This means that the issue was resolved with minimal interaction, typically in a single response from the support team. Understanding…
How can I exclude merged tickets from one-touch ticket reports?
To exclude merged tickets from one-touch ticket reports, you need to use a standard calculated attribute in your report. This attribute should filter out tickets that have the 'closedbymerge' tag, ensuring that merge comments do not inflate the…
Why might my subcategories not display under the correct category in reports?
If your subcategories are not displaying under the correct category in reports, it could be due to a sorting issue. In reports, categories should be placed before subcategories and other attributes in the rows or columns. If you're using a custom…
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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?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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