A ticket is considered to be reopened and will result in 1 point for an agent if the following occurs:
A ticket has been previously solved, is reopened and is now not solved (this means it is any other status other than CLOSED). That ticket will count as a Reopened Ticket.
When you hover over the metric, it will show the % of reopened tickets.
Percentage formula: # OF TICKETS REOPENED / # OF SOLVED TICKETS
If there were 20 tickets solved in the period AND 2 were counted as reopened THEN the Reopen Rate would be 10%
This is only counted ONCE. I.e. if a ticket is reopened two or three times then it only counts as ONE reopened ticket.