Library · Refunds · How to run this
One-touch is not first reply
One-touch resolves ÷ tickets make resolve %. Type both.
Pair: One-touch resolve rate on Refunds. Reply clock: first reply vs CSAT. Reopen: macro miss rate.
What you type
One-touch resolves — tickets closed with a single agent touch in the window.
Tickets — total tickets in that same window.
Resolve % = one-touch ÷ tickets × 100. Fix macros / routing when resolve % is thin — do not invent a resolve chip.
What not to do
Do not invent resolve %. Do not mix first-reply speed into one-touch counts. Do not treat SLA breaches as unresolved without splitting. Do not average every queue when one owns the hole.
Related: Refunds, first reply vs CSAT, macro miss rate, SLA breach cost.
Procedure
- Type one-touch resolves and tickets.
- Read resolve %.
- Tighten macros or routing when resolve % is material.
Failure modes
- Inventing resolve %.
- Mixing first-reply hours into resolve counts.
- Treating reopens as one-touch resolves.
Worked example
None on this page yet. When one lands it will be a real case: what broke, the number, and what changed. Not a composite.
Glossary
- One-touch resolve %
- One-touch resolves ÷ tickets × 100.
Work with us — We run this job on your accounts. Services
FAQ
- Is this first reply vs CSAT?
- Sibling helpdesk clock. [First reply vs CSAT](/manuals/zendesk-first-reply-vs-csat) pairs reply hours with CSAT. This page is one-touch resolve share of tickets.
- Is this macro miss rate?
- Related reopen. [Macro miss rate](/manuals/gorgias-macro-miss-rate) is macro-touched tickets that reopen. This page is tickets closed on the first touch.
- What resolve % should I invent?
- None. Type one-touch resolves and tickets from the same Zendesk window.