Tickets Solved vs Reopens
Tickets Solved and Ticket Reopens represent two distinct performance metrics in support desk operations. Tickets Solved measures the total number of customer inquiries or issues that have been successfully addressed and marked as completed within a specified time period, reflecting the overall productivity and volume handling capacity of the support team. Ticket Reopens, conversely, tracks instances where previously closed tickets must be reactivated because the original resolution was ineffective, incomplete, or unsatisfactory to the customer, serving as a quality indicator that highlights potential gaps in service delivery or thoroughness of solutions provided.
When evaluating a support team's overall efficiency, Tickets Solved would be more appropriate for measuring raw productivity and throughput, such as when determining staffing needs during peak periods or assessing individual agent workload distribution. For instance, if your support centre handles 500 tickets weekly with five agents, you can establish baseline productivity benchmarks. Meanwhile, Ticket Reopens becomes the more crucial metric when analysing service quality and identifying systemic issues; if you notice that 15% of all closed tickets addressing network connectivity problems are being reopened within 48 hours, this suggests a need to review troubleshooting protocols or provide additional training to ensure more thorough and permanent resolutions the first time.
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