Reopen rate is the share of closed tickets that get reopened, often because the issue wasn't fully resolved.
Reopen rate measures what percentage of closed conversations later get reopened, usually because the customer indicates the issue wasn't really solved or has recurred.
A high reopen rate is a warning sign: it suggests conversations are being closed too quickly without an actual resolution, which harms both customer satisfaction and team efficiency over time.
Bugalou tracks reopen rate per agent and topic, so teams can see if conversations are being closed too early and where extra attention is needed before a ticket gets marked resolved.
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