Efficiency
Reopen Rate
Definition
What is Reopen Rate?
Reopen Rate measures the percentage of support conversations that were closed and then reopened by the customer within a defined window (usually 48–72 hours). A high reopen rate signals premature closes, with agents marking conversations resolved before the customer's issue was actually fixed.
Formula
How is Reopen Rate calculated?
Reopen Rate = (Conversations reopened ÷ Conversations closed) × 100
The time window for counting a reopen matters. Most teams use 48–72 hours after close. A customer who opens a brand-new conversation about the same issue a week later is usually counted separately.
Benchmark ranges
What is a good Reopen Rate?
B2B SaaS support teams
ExcellentBelow 5%
Acceptable5–15%
Needs attention15–25%
Systemic problemAbove 25%
Calculator
Calculate your reopen rate
Reopen rate8.0%
Common mistakes
What are the most common Reopen Rate mistakes?
- 1Ignoring reopen rate while celebrating resolution rate. A team can hit a high resolution rate with a high reopen rate by closing conversations prematurely.
- 2Not distinguishing reopen reason. Reopens due to new questions are less concerning than reopens because the original issue was not resolved.
- 3Using reopen rate as a sole agent quality metric. Some agents handle more complex issues that legitimately require follow-up.
- 4Not checking which ticket types have the highest reopen rate. Product bugs and billing issues typically reopen far more than password resets.
Related metrics
Further reading