Plain-language questions
Ask for ticket reopen rate per month, customer or product in the SQL Explorer with AI. The AI writes the SQL, you see the query and run it yourself; the AI only receives metadata.
KPI · Customer service
Ticket reopen rate: formula and example.
Ticket reopen rate is the share of resolved tickets that are opened again later, because the customer comes back or the problem was not really solved. It is a measure of solution quality. A ticket that is closed quickly but comes back costs both the customer and the team twice the time.
Ticket reopen rate formula
Number of reopened tickets ÷ number of resolved tickets × 100%
Worked example
Acme Groothandel resolved 1,150 tickets in March. Of these, 69 were reopened later. The reopen rate is 69 ÷ 1,150 × 100% = 6%.
Fictitious figures for Acme Groothandel, a sample wholesaler.
How to read this KPI
A lower reopen rate means solutions are more often right first time. A rise can point to tickets being closed too quickly, for example under pressure from resolution time targets. Break it down by agent, channel and category, and read it alongside resolution time and FCR.
Pitfalls with ticket reopen rate
- Counting tickets that reopen automatically when a customer replies with a thank-you as genuine reopens.
- Not linking a new ticket about the same problem to the original, so reopens are missed.
- Calculating over a period that is too recent: tickets from the last few days have not yet had a chance to reopen.
SQL & DAX
Calculating ticket reopen rate in SQL and DAX
Two examples on a fictitious data warehouse for Acme Groothandel: a PostgreSQL query and a measure for a Power BI model. Adjust table and column names to your own model.
SELECT date_trunc('month', resolved_at)::date AS month,
COUNT(*) AS resolved,
COUNT(*) FILTER (WHERE reopened) AS reopened,
ROUND(100.0 * COUNT(*) FILTER (WHERE reopened) / NULLIF(COUNT(*), 0), 1) AS reopen_rate_pct
FROM tickets
WHERE resolved_at IS NOT NULL
AND resolved_at >= date_trunc('month', current_date) - interval '12 months'
AND resolved_at < date_trunc('month', current_date)
GROUP BY 1
ORDER BY 1;Resolved Tickets = CALCULATE(COUNTROWS(Tickets), NOT ISBLANK(Tickets[ResolvedAt]))
Reopen Rate % = DIVIDE(CALCULATE(COUNTROWS(Tickets), NOT ISBLANK(Tickets[ResolvedAt]), Tickets[Reopened] = TRUE()), [Resolved Tickets])In ENABLE
Tracking this KPI in ENABLE
In your Power BI dashboard
Define the KPI as a measure in your Power BI model and show it in the portal, with "Last refreshed" next to it. Access profiles and optional row-level security decide who sees which figures.
Custom dashboards (pilot)
Add the KPI as a tile to a custom dashboard, compared with last year. The Dashboard Builder is a pilot and can be switched on per client.
Monthly targets
With the built-in Targets app you set a target for the KPI per month, so you see actuals and target side by side.
FAQ
Frequently asked questions
How do you calculate ticket reopen rate?
Divide the number of reopened tickets by the number of resolved tickets in the same period and multiply by 100%. With 69 reopened out of 1,150 resolved tickets, the reopen rate is 6%.
What is the difference between reopen rate and FCR?
Reopen rate measures the share of closed tickets that come back, FCR the share resolved in one contact. In a sound FCR calculation, a ticket that reopens after closing does not count as resolved in one contact.
Why is the number of reopened tickets rising?
Often tickets are closed before the customer has confirmed the problem is solved, or the cause lies with another department. Tight resolution time targets can also tempt agents to close tickets too early.
Further reading
- KPI libraryCustomer service KPIs: formulas and examplesCustomer service KPIs measure how quickly and how well customers are helped. The data comes from your help desk and telephony, and becomes more useful next to customer and order data.Read more
- ResourcesHow to build a KPI dashboard: steps and examplesA KPI dashboard is an overview of the key figures you use to steer towards your goals, such as revenue, margin, on-time delivery or absenteeism. A good KPI dashboard does not start with the software, but with the decisions it needs to support. You then choose a limited number of KPIs, define them, sketch the dashboard and only then build it.Read more
- SolutionPower BI dashboard portal: share dashboards securelyShare your Power BI dashboards securely in your own portal, with role-based access.Read more
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