One-Touch Tickets in Live Chat - Frequently asked questions
Explore common questions about one-touch tickets in Zendesk live chat. Learn how immediate ticket resolution impacts metrics and more.
Frequently asked questions
Does a ticket from a live chat count as a one-touch ticket if solved immediately?
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…
What is considered a one-touch ticket in Zendesk?
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…
Do chat updates count as agent replies in Zendesk tickets?
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…
Can SLAs be applied to live chat conversations in Zendesk?
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…
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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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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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Customer.io($50M+ ARR)
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