What is the difference?
Tickets Solved vs Reopens
Tickets Solved
Ticket Reopens
What is it?
Tickets Solved is the count of previously open and worked tickets that have been marked as solved by a customer support agent. Tickets solved is a popular performance metric among customer service teams, with many setting a daily tickets solved target for agents. Subsequently, they monitor their team's success by gauging the percentage of tickets completed in relation to this preset goal. It is important to be aware that solved tickets can still be reopened if more customer assistance is needed. Tickets that remain "solved" for a predetermined amount of time will generally be converted to closed. Tickets that are closed can not be reopened. Bear in mind that the rate of tickets closed may fluctuate and should be based on a support agent or team's experience, escalation level, product/service being supported, and query difficulty.
Ticket Reopens shows how many attempts it takes to solve a customer’s problem. When a customer responds to a previously solved ticket, the ticket automatically reopens and is tagged with an open status. If you're seeing a high number of reopens, it could indicate that there's an issue with your product or service. It might also suggest that agents are closing tickets before customers’ questions have been thoroughly addressed. This will not only leave them dissatisfied but they'll likely still need help resolving their issue.
Who is it for?
Categories
Formula
Example
A call centre for a bank handles a large volume of enquiries. The team employs 65 highly trained customer support agents and has a high first-call resolution rate. As such, they are efficiently closing an average of 23 tickets per rep per day. As a team, this means they are marking 1,495 tickets as closed every day.
A customer submits a ticket asking for help with their monthly bill. The agent sends the customer a link to an article with answers to common billing questions, then marks the ticket as solved. The customer reads the article but it doesn’t solve their problem. They write back to support and the ticket is reopened. This ticket now has a reopen count of 1.
Published and updated dates
Date created: Jan 23, 2023
Latest update: Feb 2, 2023
Date created: Jan 23, 2023
Latest update: Jan 30, 2023