Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Agent |
Reopens are the closest thing support has to a quality measure, and one that costs nothing to collect. No survey, no sampling, no goodwill effect.
Build it
- Dataset: Support - Updates history, because this is about status history.
- Metric: Tickets reopened for how many tickets came back, or Reopens for how many times it happened.
- Attribute: by month, and by group.
- Show it as a share of tickets solved, not as a count.
Those two metrics answer different questions and the difference matters: one ticket reopened four times is one in the first and four in the second. Start with Tickets reopened, and use Reopens when you suspect a small number of tickets are bouncing repeatedly.
For that last question there is a ready-made attribute rather than a calculation: Reopens brackets returns 1, 2, 3 and >3. It sits in the Tickets dataset, so it is a second report rather than a column on this one.
Two names, almost the same, counting differently
Check this before two dashboards disagree. Tickets reopened here in Updates history includes tickets solved and reopened in the same update. Reopened tickets, in the Tickets dataset, excludes them.
That edge case is an agent solving a ticket and immediately putting it back, usually to correct themselves. Whether you want those counted is a real choice; picking the metric whose name you happened to read first is not.
Why it is the honest number
A reopen means the customer was told the matter was finished and did not agree. No survey, no sampling, no goodwill effects: they came back.
That makes it harder to game than satisfaction and more meaningful than volume.
Read it as a share
Reopens rise with volume. As a percentage of solves it stays comparable month to month, which is what you need to see whether anything changed.
Where they cluster
- One subject. The article or the process behind it is wrong.
- One agent. Usually closing too early rather than answering badly, and that is coachable.
- One customer type. Often an expectation set somewhere else in the business.
Some reopens are fine
A customer replying "thanks, one more thing" reopens a ticket and nothing went wrong. Where that is common, count only reopens within a short window after solving, which is much closer to what you mean.
Watch it against speed
Pushing resolution times down usually pushes reopens up. Those two on one chart show whether faster is better, and that is a conversation worth having with real numbers.
Comments
0 comments
Article is closed for comments.