Zero-Touch Resolution
What it is
Zero-touch resolution means a customer issue is understood, answered, and closed entirely by automation, with no agent or engineer touching the ticket. The customer still gets a correct, complete answer.
Why it matters
It's the end state support automation aims for. The share of tickets resolved this way, and how accurate those resolutions are, shows how much capacity automation actually frees up.
Best practices
- Start with well-understood categories – Expand as accuracy proves out.
- Audit samples – Review a slice of zero-touch tickets every week.
- Watch reopens – A zero-touch ticket that reopens wasn't resolved.
How Decimal helps
Decimal resolves technical tickets end to end when it can verify the answer, and hands the rest to your team with the investigation already done.