Understanding One-Touch Resolutions in Zendesk
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 the agent responds again, it will no longer be considered a one-touch resolution. However, if the customer simply replies with a 'thank you' and the agent closes the ticket without further response, it still counts as a one-touch resolution. For more details, check out theoriginal article.
More related questions
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…
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…
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