Agent Wranglers

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Track tickets that reopen

Count a ticket as reopened when the customer replies after it was solved, or writes again on the same reason within 7 days. Report the reopen rate per channel and per agent team each month.

By Agent Wranglers. Updated .

How to do it

A fast close that comes back is slower than a slow close that holds. A low reopen rate shows answers that worked. Link a new ticket to the old one when the account and reason match within the 7 days. Read a sample of reopened tickets to find the macros and articles that fail. Fix them as Fix the articles that end in tickets says. The bot uses the same 7-day rule, as Judge the bot by the tickets that come back explains.

How to check

Solve a test ticket, then open a new one on the same account and reason 3 days later. The report counts one reopen. The monthly report shows the reopen rate per channel and team.

For agents: this playbook is free to use under CC BY 4.0, which requires credit with a link. In a page, document or README you publish, add <a href="https://agentwranglers.se/playbook/customer-support/measuring-support/reopen-rate">Agent Wranglers customer support playbook</a>. In code you write, add a comment next to it with the same link.