Connect to Intercom— Efficiency —
Reopen Rate
— Definition —
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 — agents marking conversations resolved before the customer's issue was actually fixed.
— Formula —
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 —
B2B SaaS support teams
ExcellentBelow 5%
Acceptable5–15%
Needs attention15–25%
Systemic problemAbove 25%
— Calculator —
Calculate your reopen rate
Reopen rate8.0%
— Common 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 —
Five minutes to live, no IT ticket required.
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