First contact resolution calculator: FCR and reopen rate
First contact resolution is the share of tickets solved without the customer having to write back. Enter last month's counts to see it next to your reopen rate.
First contact resolution
65%
Reopen rate
6%
Tickets needing a follow-up
140
Extra replies they cost
196
Fewer than seven in ten resolved in one reply usually means customers are asking twice because the first answer was incomplete. Reading ten of the follow-ups will show what is missing.
Questions
What is first contact resolution?
The share of tickets solved in a single reply, with no follow-up from the customer. 260 of 400 closed tickets is 65%.
What is a good first contact resolution rate?
Around 70% is a common target for email and chat support, but it depends on how technical your product is. Track your own trend before comparing yourself with anyone else.
How is it different from the reopen rate?
First contact resolution counts tickets that needed only one reply. The reopen rate counts tickets closed and then raised again. Both together tell you whether answers are complete and whether tickets are closed too soon.
Where do I find these numbers?
Most help desks can report tickets closed, replies per ticket and reopened tickets. If yours cannot, a month of manual counts from a sample of 50 tickets is enough to see the pattern.
How do I improve it?
Read the tickets that needed a second reply and note what the first answer left out. Turning the common gaps into saved replies or help articles usually moves the number within a month.
Link to this page
Free to use and share. If it helped, a link back is the best thanks.
<a href="https://flatdeskfinal.vercel.app/free-tools/first-contact-resolution-calculator">First contact resolution calculator</a>Guides that go with this tool
- How to test AI customer support on your own tickets before you buyA fifty-ticket test that shows whether an AI help desk would actually answer your customers well, with a scoring sheet and the failure modes to watch for.
- First contact resolution: how to measure it and raise it without rushing agentsWhat first contact resolution means, how to count it from your help desk, why it can mislead on its own, and the changes that make first replies complete.
- Reopened tickets: why they happen and how to bring the rate downWhy customers reopen closed tickets, how to tell a real follow-up from a new question, and the closing habits that stop tickets bouncing back.
- A 30-minute weekly support review for small teamsA simple weekly routine for a small support team: which numbers to look at, which tickets to read, and what to decide before the meeting ends.
Running support on a small team?
Flatdesk is $49 per agent per month, with 100 AI resolutions per agent included. Try it free for 14 days, no card.
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