Library · Refunds · How to run this
Ticket reopen is not one-touch resolve
Reopens ÷ closed tickets make reopen %. Type both.
Pair: Ticket reopen rate on Refunds. One-touch: one-touch resolve rate. SLA: SLA breach cost.
What you type
Reopens — Tickets that reopened after a close in the Zendesk window.
Closed tickets — Tickets closed in that same window.
Reopen % = reopens ÷ closed tickets × 100. Fix macros / root cause when reopen % is fat — do not invent a reopen chip.
What not to do
Do not invent reopen %. Do not mix one-touch resolves into reopens. Do not treat SLA breaches as reopens. Do not average every queue when one owns the hole.
Related: Refunds, one-touch resolve rate, SLA breach cost, macro-refund attach rate.
Procedure
- Type reopens and closed tickets.
- Read reopen %.
- Fix macros / root cause when reopen % is material.
Failure modes
- Inventing reopen %.
- Mixing one-touch resolves into reopens.
- Treating SLA breaches as reopens.
Worked example
None on this page yet. When one lands it will be a real case: what broke, the number, and what changed. Not a composite.
Glossary
- Ticket reopen %
- Reopens ÷ closed tickets × 100.
Work with us — We run this job on your accounts. Services
FAQ
- Is this one-touch resolve rate?
- Sibling Zendesk grain. [One-touch resolve rate](/manuals/zendesk-one-touch-resolve-rate) is one-touch resolves ÷ tickets. This page is reopens ÷ closed tickets.
- Is this SLA breach cost?
- Related helpdesk clock. [SLA breach cost](/manuals/zendesk-sla-breach-cost) prices tickets past SLA. This page is ticket reopen rate.
- What reopen % should I invent?
- None. Type reopens and closed tickets from the same Zendesk window.