# Product update

June 4, 2025

New!

[**New category of Zendesk metrics: multi touch tickets**](/content/updates/221/index.html)

We've added a new set of metrics to our [Zendesk Support integration](/content/product/data-sources/zendesk-support/index.html) that track how many touches it takes to resolve tickets — helping you spot efficiency patterns and flag complex cases where you might want to step in.

You'll find these new metrics under a new category within your Ticket metrics - _Agent replies distribution_:

- One-touch tickets
- Two-touch tickets
- Multi-touch tickets
- One-touch ticket %
- Two-touch ticket %
- Multi-touch ticket %

All metrics can be filtered by channel, assignee, tag, and other criteria for deeper insights into your support team's performance.