Ticket reopen rate calculator: how often solved tickets come back
A reopened ticket means the first answer did not finish the job. Enter last month's resolved and reopened tickets to see your rate and what those returns cost in agent time.
Reopen rate
8%
Agent hours lost
20
Cost of reopens
$600
Reopens above target
30
Reopens usually come from closing too early, replies that skip a question or a fix that did not hold. Read a sample of reopened tickets to find which it is before changing the process.
Questions
What is a ticket reopen rate?
It is the share of resolved tickets that the customer reopens, usually by replying after you marked them solved. Divide reopened tickets by resolved tickets over the same period.
What is a good reopen rate?
Many teams aim for under about 5 to 10 percent, but it depends on your product and how you close tickets. Track your own trend before comparing with anyone else.
Why do tickets get reopened?
Common causes are closing before the customer confirms, replies that miss part of the question, and fixes that fail later. A sample of reopened tickets shows which one applies to you.
Should I stop customers from reopening tickets?
No. A reopen is a signal that the problem was not solved. Let people reply, and use the data to improve the first answer rather than to block the second one.
How can I lower the reopen rate?
Confirm the fix worked before closing, answer every question in the message, and keep a short check at the end of macros. Auto-close after a few days of silence instead of right away.
Link to this page
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<a href="https://flatdeskfinal.vercel.app/free-tools/ticket-reopen-rate-calculator">Ticket reopen rate calculator</a>Guides that go with this tool
- 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.
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