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Ticket Reopen Rate

The share of closed tickets that were reopened because the issue was not actually fixed.

Service Desk

Formula

Tickets reopened ÷ Tickets closed × 100

Why Track It

Reopens are the quality check on closure speed. A rising rate means technicians are closing tickets before the fix is confirmed, which costs double labor and erodes client trust.

How It Is Measured

Count tickets that moved from a closed or resolved status back to an open status in the period, plus new tickets the technician links to a recently closed ticket for the same issue. Divide by tickets closed in the period. Exclude reopens caused by a client adding an unrelated request. Source: PSA status audit trail.

Constraints

Only as honest as the PSA workflow. If technicians open fresh tickets instead of reopening, the metric understates repeat work. It does not catch the same root cause recurring weeks later on a different device.

Measurement Note

Giva treats below 5% as strong and above 10% as worth systematic investigation. A case study Giva cites found a tracked reopen rate near 2% while repeat incidents measured more broadly ran at 14%, so a low number can mean reopens are being logged as new tickets.

Referenced In

Glossary and Answers

More in Service Desk

How fast and how well the help desk answers clients, and how much noise the managed estate produces. These numbers show whether support is keeping clients happy at a cost the agreements can carry.

All KPIs
Sources1
  1. Giva: Help Desk Ticket Reopen Rategivainc.com

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