Organization & Customer Metrics

Customer Reopen Rate

The percentage of tickets that a customer manually reopens after they were marked as solved or closed. Tracks explicit customer dissatisfaction with the provided solution.

Why Customer Reopen Rate Matters

Signals clear resolution failures from the customer’s perspective. More severe than repeat contacts because the customer actively rejected your solution.

How to Calculate

(Reopened tickets / Total closed tickets) × 100

In TicketBoard

TicketBoard helps you track customer reopen rate and related metrics from your Zendesk data. Connect your account for instant visibility.

Related Metrics

Repeat Contact Rate Resolution Rate First Contact Resolution (FCR) Resolution Time
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