Is there any way to count a one-touch ticket when the ticket has been reopened by the customer by saying "thank you", and/or an agent replies with "you're welcome!".
Right now, I'm just using the below as my calculation, but wondered if anyone had a better idea.
IF (VALUE(Agent replies) <=2 AND ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] ="Closed")) THEN [Ticket ID] ENDIF