Formula: Reopened Tickets / Solved Tickets = Reopen Rate
Common uses of Reopen Rate
Reopen rate is a great way to find out what percentage of time tickets are being reopened after being solved. If your reopen rate is high across the board it may indicate a procedural change needs to be made. Alternatively, if your reopen rate is highly on with specific agents or tickets related to a specific topic then it may indicate additional documentation or training is needed for these people or in this area.
Downfalls of Reopen Rate
This metric has limited use-cases but doesn't have any notable downfalls.