Reopen Rate

Reopen rate measures resolutions that didn't hold: tickets marked solved that the customer had to reopen (or refile) because the problem persisted. It is the honesty check on FCR and resolution time — the metric that catches closing-too-fast.

The formula is reopened tickets over resolved tickets in a period.

What it hides: reopen rate depends entirely on the reopen window and whether customers bother to reopen versus opening a fresh ticket. Teams that make reopening hard, or whose customers channel-hop, can show a flattering rate while the underlying rework is just as high. Read it beside FCR; the two should be checked against each other.