Ticket Reopen Rate (RR)

To reduce the ticket reopen rate, start by auditing a number of reopened tickets -- from the initial enquiry all the way to the end. Often, you can learn a lot by examining the way the initial ticket was handled.

If you are using a post-ticket survey, look at customer satisfaction feedback to identify trends and suggestions. If there is an option for free-form feedback, customers will often spell out why they were dissatisfied.

Train your support agents on customer service best practices, problem-solving skills and product knowledge so they have a better understanding of customer needs and expectations. Invest in support software to enable automation, which will prioritize tickets according to their importance or urgency level - this will ensure more tickets are quickly resolved before they become backlogged. Finally, regularly monitor feedback from customers to identify areas where improvements can be made in order to reduce the number of issues that require reopening a ticket.

By tracking and reducing your team’s ticket reopen rate, and specifically segmenting this by agent, by tenure, or even by time of day, you can ensure higher levels of customer satisfaction and better quality, long-term success.