Sales and Marketing
IT Service Management
Leverage a flexible, end-to-end, AI-powered enterprise platform to unify customer experiences
By Use Case
Back to Glossry
A ticket reopen happens when a customer replies to a closed ticket or manually changes the status to open through the customer portal.
A high number of reopens usually means that the agents aren’t making sure that the customer’s problem is fully solved before closing the ticket. But more often than not, customers reopen a ticket with a question regarding a problem unrelated to the original ticket because they want to deal with the same agent. So reopens, taken alone, are not a good way to judge the efficiency of the agents.
Unlimited Agents. No strings attached. No credit card required
Sorry, our deep-dive didn’t help. Please try a different search term.