Reopened tickets measures the number of tickets that were formerly solved and have been reopened.
A ticket is considered to be reopened if the following occurs: A ticket has been previously solved, is reopened. This means the ticket is in any other status other than Solved or Closed.
Note: A single ticket may be counted as reopened multiple times. For example, each time the ticket is solved and then reopened, it will count as 1 reopened ticket point.
Tip: When you hover over the metric, it will show the % of reopened tickets. You can also find this as a separate field by using the Reopen Rate metric.
Common uses of Reopen Tickets
Reopen Tickets is a great way to find out how many times your tickets are being reopened. You can use this data to further drill down on why they are being reopened. For example: Are agents following the wrong procedure when solving tickets? Is there a particular type of ticket which is frequently being reopened and additional training would improve?
Downfalls of Reopen Tickets
This metric has limited use-cases but doesn't have any notable downfalls.