This metric shows a total number of tickets created by end-user that are solved with less than (solving a ticket for the first time without a reply) or equal to ONE agent public reply.
If the requester re-opens the ticket with an additional question and the agent responds and solves the ticket again, it will no longer count as a One Touch Resolution point. In addition, if the requester re-opens the ticket saying 'thank you' for example, and the agent solves the ticket without making another reply, it will also no longer count as a One Touch Resolution point.
Please note that Zendesk will continue to count these cases as One Touch Resolution, counter to Tymeshift that will give an attended point to that agent.
Common uses of One Touch Resolution: This metric is a great way to quickly see how many of your tickets are being solved out with just one reply.
NOTE: For one touch resolution % to be calculated, you will need to select Solved tickets as well in the Summary Report.