This metric shows the percentage of tickets that have been reopened (Reopened Tickets) when compared to the number of solved tickets (Solved Tickets).
Formula: (Reopened Tickets) / (Solved Tickets) x 100 = Reopen Rate %
Common uses of Reopen Rate
Reopen rate is a great way to find out what percentage of tickets are being reopened after being solved.
If your reopen rate is high across the board it may indicate a procedural change needs to be made. Alternatively, if your reopen rate is highly on with specific agents or tickets related to a specific topic then it may indicate additional documentation or training is needed for these people or in this area.