Reopen Rate
What it is
Reopen rate counts tickets that return to an open state after being marked solved, usually because the customer replies that the problem persists.
Why it matters
It's a quality check on speed metrics. Low handle time with a high reopen rate means tickets are being closed, not resolved.
Best practices
- Confirm before closing – Especially on technical fixes.
- Review reopens – Each one shows where a diagnosis went wrong.
- Count it in agent scorecards – Next to handle time.
How Decimal helps
Decimal resolves from root cause rather than symptoms, which keeps tickets from bouncing back.