Benchmarks
Reopen Rate
Reopen rate only means something once you segment by complexity and pin down how "solved" is defined: cross-company averages sit around 3-5%, under 5% is excellent and over 10% is a red flag, but the tracked number understates reality when customers re-raise the same issue as a brand-new ticket.
What is Reopen Rate? Read the definition| Figure | Segment | Source | Year |
|---|---|---|---|
| Below 5% | Excellent performance (benchmark threshold) | Unthread, Support Ticket Resolution Statistics | 2026 |
| 6-10% | Acceptable, worth monitoring (benchmark threshold) | Unthread, Support Ticket Resolution Statistics | 2026 |
| Above 10% | Red flag / systemic resolution issue (benchmark threshold) | Unthread, Support Ticket Resolution Statistics | 2026 |
| 8-9% | Specialized infrastructure / complex-ticket teams (not necessarily a process failure) | Giva, Help Desk Ticket Reopen Rate: Causes & Fixes | 2026 |
| 2% tracked vs 14% actual | Fortune 500 food & beverage — hidden reopens re-filed as new tickets | Giva, Help Desk Ticket Reopen Rate (Swish.ai analysis) | 2026 |
| 5.4% | Cross-company average (IT help desks, 400+ companies) | Endsight, IT Support Help Desk Metrics and Benchmarks (10,923 users, 12-month period) | 2024 |
| 3.1% | Cross-company average (2022 survey of 260 companies) | MetricHQ, Ticket Reopen Rate (Endsight survey data) | 2022 |
Benchmarks describe other teams, not yours. Read them as a sanity check on direction, not a target to hit — the right number depends on your channel mix, customers, and how you define the metric.
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