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. Reopened point will be given to last assignee of the ticket at the moment ticket status changed from solved to any other status.
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.