Ticket Reopen Rate

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What is ticket reopen rate

Ticket Reopen Rate measures how many tickets are reopened after they’ve been marked as resolved. It tracks how often issues resurface due to incomplete resolutions.

Impact of reopened tickets in customer support

A high ticket reopen rate suggests your support team may be closing tickets too soon or not fully resolving issues. This creates more work, irritates customers, and undermines credibility. It also reduces operational efficiency by doubling handling time per case.

Formula + Example/Use Case

Formula:
(Number of reopened tickets ÷ Total resolved tickets) × 100

Example:
If 50 out of 500 resolved tickets are reopened, the reopen rate = (50 ÷ 500) × 100 = 10%. A customer whose issue seems fixed but resurfaces two days later contributes to this metric.

What affects ticket reopen rate

Poor resolution quality: Quick or vague responses often result in unresolved problems.
Lack of confirmation from customer: Closing tickets without asking the customer if the issue is fully resolved can lead to reopens.
Customer confusion or miscommunication: If the agent’s instructions aren’t clear, customers may come back for clarification.
Process gaps or errors: Mistakes in internal steps (e.g., not actually fixing a backend bug) result in premature closure.

How to manage ticket reopen rate effectively

Confirm resolution before closing: Ask for explicit confirmation or wait 24 hours post-resolution before closure.
Document thoroughly: Agents should leave detailed notes and context to prevent repeated confusion.
Train agents to ask final questions: Phrases like “Is there anything else I can help you with?” reduce surprises.

Benefits of managing ticket reopen rate effectively