One-Touch Tickets with Internal Comments
Why do some one-touch tickets have more than one internal comment?
One-touch tickets in Zendesk are defined by public agent replies, not internal comments. Therefore, a ticket can have multiple internal comments and still be considered one-touch.
The one-touch metric only counts public updates. If a ticket is solved with one public reply and no further public comments are made, it remains a one-touch ticket, regardless of internal notes. This distinction helps focus on customer-facing interactions when measuring support efficiency.
More related questions
How do I create a report for one-touch tickets in Zendesk Explore?
Creating a report for one-touch tickets in Zendesk Explore is a straightforward process. First, ensure you have Zendesk Explore Professional or Enterprise and the necessary permissions. To start, click the reports icon in Explore, then select 'New…
What permissions are needed to create a one-touch ticket report in Zendesk?
To create a one-touch ticket report in Zendesk, you need Editor or Admin permissions in Zendesk Explore. These permissions allow you to access the necessary datasets and tools to build and customize reports. Ensure you have either the Zendesk…
Can I exclude merged tickets from my one-touch ticket report?
Yes, you can exclude merged tickets from your one-touch ticket report in Zendesk Explore. This can be done by adding a standard calculated attribute filter. To exclude merged tickets, create a filter that excludes tickets with the 'closedbymerge'…
What is considered a one-touch ticket in Zendesk?
A one-touch ticket in Zendesk is a ticket that is resolved with only one public agent reply. Internal comments do not count towards the one-touch metric. If a ticket is solved with a single public response and no further public comments are made,…
How can I visualize one-touch ticket data in Zendesk Explore?
In Zendesk Explore, you can visualize one-touch ticket data using a Line chart. This visualization helps you track trends over time. After setting up your report with the necessary metrics and filters, choose the Line chart from the visualization…
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