Yes, a ticket created from a live chat and immediately solved does count as a one-touch ticket. This is because the one-touch tickets metric includes all tickets that have had either zero or only one agent reply. Importantly, chat updates within the ticket are not considered agent replies.
For more detailed information, you can refer to the article: How are one-touch resolutions calculated with Explore?
A one-touch ticket in Zendesk is any ticket that has had either zero or only one agent reply. This means that if a ticket is resolved with minimal interaction, it qualifies as a one-touch ticket. For more insights on how one-touch resolutions are…
No, chat updates do not count as agent replies in Zendesk tickets. This is important for metrics like one-touch tickets, where the number of agent replies is a key factor. For more information on how these metrics are calculated, you can refer to…
Yes, SLAs can be applied to live chat conversations in Zendesk. Admins have the ability to set up First and Next reply time SLAs specifically for live chat interactions. This feature helps ensure timely responses and can be a valuable tool for…