True One-touch Talk Tickets - Zendesk Explore Calculated Metric
True One-touch Talk Tickets
Support - TicketsCalculated Metric
Counts Talk tickets solved without requiring a follow-up reply via webform.
Business value & use cases
In Explore, a one touch Email ticket has VALUE(Agent replies) = 1, because the agent's first public reply is the resolution.
For Voice, the call itself is the first "touch". No public reply is sent, so a true one touch Talk ticket has VALUE(Agent replies) = 0. Even though the agent resolved the issue during the call, Explore does not log a text reply.
This information is not available in the Talk dataset, which focuses on call level data. To analyse one touch tickets, you need to work in the Support Tickets dataset, where high level metrics are available across all channels.
This metric is therefore the only way to track true one-touch Talk performance within Explore.
A high percentage indicates agents are successfully resolving issues fully during calls, which is a strong signal of efficiency and customer satisfaction.
This metric is most useful as a building block of % True One-touch Talk Tickets.
Dataset and dependencies
- Dataset: Support - Tickets
- Type: Calculated Metric
- Dependencies: None (standalone attribute)
The code
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Not sure how to work with the code? Check our getting started guides.
Implementation steps
- Go to Explore > Report Builder > Support - Tickets Dataset > Start Report.
- Select the Calculator icon for Calculations.
- Choose Standard calculated metric.
- Paste in the code above.
- Validate and save.
- Add to dashboards to track Talk efficiency metrics.
Validation tips
- Spot check solved Talk tickets to confirm those with 0 agent replies are being counted.
- Compare against one touch Email tickets to see how definitions differ by channel.
- Test a sample of Talk tickets with and without follow-ups to confirm logic is applied correctly.
Caveats and considerations
- This metric can only be built in the Support dataset, not the Talk dataset. The Talk dataset does not capture reply counts or ticket level resolution.
- Only counts tickets where the channel is Voice and
Agent replies = 0. Any follow-up reply, even a brief confirmation, will exclude the ticket. - Best used as a building block for the percentage version of this metric ( % True One-touch Talk Tickets) to understand proportions relative to total Talk volume.
- Ensure your team aligns on the definition of one touch for Talk tickets.
- If your instance creates tickets from missed calls or voicemails, be sure to exclude these, as these tickets should not count towards your one-touch tickets.
Example chart
Example dashboard showing the volume of true one-touch Talk tickets
Related metrics / attributes
[Creating Your Own Metric with Hard-Coded Filter
Support - TicketsCalculated Metric
Counts only tickets that meet a specific condition by embedding the filter logic directly into the metric.
[% True One-touch Talk Tickets
Support - TicketsCalculated Metric
Shows the percentage of Talk tickets that were resolved in a single call without requiring a follow up reply via webform.
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