Reopen Rate tracks how frequently customers return to a ticket after it has been marked resolved, signaling that the initial resolution was incomplete or ineffective. It is calculated as: (Reopened Tickets ÷ Total Resolved Tickets) × 100.
Why it matters:
- A high reopen rate inflates ticket volume and erodes customer trust
- It is a direct quality signal — issues masked in First Contact Resolution (FCR) rates often surface here
- Segmenting by agent, issue type, or channel helps identify systemic resolution failures
For example, if automated closure policies mark tickets as resolved after 48 hours of inactivity, reopen rate can expose whether those closures are premature. Most healthy support operations target a reopen rate below 5%. Consistently high reopen rates on certain topics often point to unclear resolution paths or insufficient agent training.