Reopened Tickets

Tickets that were previously solved or closed but were opened again during a specific time period. Reopens indicate the original resolution didn’t fully address the customer’s issue. They represent rework and reduced team efficiency.

Why Reopened Tickets Matters

Signals quality issues in your resolution process. High reopen rates suggest incomplete troubleshooting or communication gaps.

How to Calculate

Count of tickets that transitioned from solved/closed status back to open status within the date range.

In TicketBoard

TicketBoard helps you track reopened tickets and related metrics from your Zendesk data. Connect your account for instant visibility.