A touch is a public agent reply on a ticket. Touch count metrics tell you how many replies it took to resolve your solved email tickets: how many were resolved in a single reply, how many took two, and how many turned into longer back-and-forth. The one touch rate is the classic "one and done" efficiency measure — the closest thing email has to a first contact resolution rate.

These metrics are part of the Zendesk Ticket Comment metric family. If you don't see them in your widget picker, ask your Qvasa contact to enable Advanced Zendesk Ticket Comment metrics for your account.

There are four counts and three rates, and every one of them is also available as an over-time chart:

The three buckets split the base population cleanly — every solved ticket lands in exactly one bucket, so the three rates always sum to 100%.

Which tickets are included. A ticket is counted if it was solved within your selected date range and received at least one public agent reply. Tickets are scoped in by when they were solved, not when they were created — a ticket created in June and solved in July counts in July.

What counts as a touch. Only public agent comments. Internal notes never count, and messages from the customer never count. An agent who resolves a ticket with one reply plus three private notes is still a one touch resolution.

How the rates work. Each rate divides its bucket by Email Tickets Solved in the same date range. Any dashboard filters you apply — tags, agents, ticket attributes — narrow the numerator and the denominator together, so a filtered rate is always the true rate for that slice of tickets.

Solved tickets with no agent reply (for example, resolved automatically or closed without a response) are not part of this metric family at all — they appear in neither the counts nor the rates.

Edit a dashboard, click Add Widget, and pick either the Quick stat type (single number) or the Basic chart type (trend over time). Search for "one touch", "two touch", or "touch rate" — the family lives under Ticket Comment Records Metrics.

The over-time charts follow your widget date filter and bucket by hour, day, or week depending on the range you pick. A rising one touch rate means a growing share of tickets are resolved in a single reply.

Every count widget supports the inspect drill-down — click the magnifying glass on the widget to open the exact list of tickets behind the number, with a CSV export.

The rate widgets intentionally don't have their own inspect — a percentage isn't a list of tickets. To audit a rate, inspect its two companion counts: One Touch Email Tickets Solved over Email Tickets Solved is exactly the one touch rate.