Organization & Customer Metrics

Repeat Contact Rate

Repeat Contact Rate is the percentage of tickets where a customer contacts support again about the same or related issue within a specified window, typically 7 days. It indicates whether the first response actually resolved the underlying problem.

Why Repeat Contact Rate Matters

Reveals when your team is closing tickets without truly solving problems. High rates signal quality issues in your resolution process or documentation gaps.

How to Calculate

(Repeat contacts within 7 days / Total resolved tickets) × 100

In TicketBoard

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

Related Metrics

Customer Reopen Rate First Contact Resolution (FCR) Resolution Rate Contact Ratio
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