# What is Zero-Touch Resolution?

> A ticket resolved end to end without any human working on it.

Canonical: https://www.decimal.app/glossary/zero-touch-resolution · Last reviewed: 2026-09-23

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

1. Start with well-understood categories. Expand as accuracy proves out.
2. Audit samples. Review a slice of zero-touch tickets every week.
3. 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.

## Related terms

- [Deflection Rate](https://www.decimal.app/glossary/deflection-rate): The share of customer questions resolved without a human support agent.
- [AI Agent](https://www.decimal.app/glossary/ai-agent): Software that plans, uses tools, and acts toward a goal instead of answering one prompt.
- [Reopen Rate](https://www.decimal.app/glossary/reopen-rate): The share of solved tickets customers reopen because the issue wasn't fixed.
- [Human-in-the-Loop](https://www.decimal.app/glossary/human-in-the-loop): A design where people review or approve an AI's work at key points.

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