Reopen Rate
Reopen Rate: Percentage of resolved tickets that are reopened.
Formula
Reopen Rate = Tickets reopened / Tickets resolved × 100Computable definition
The canonical formula in the GASP formula grammar. The MCP server compiles it to SQL over the datasets listed below.
count_distinct(field.ticket_id where field.reopened = true) / count_distinct(field.ticket_id where field.ticket_status = 'resolved')Unit: percent (the formula yields an unscaled ratio)
Notes: Resolved tickets include those since reopened.
Data requirements
Grain: Per event · Frequency: Per ticket · Aggregation: event · Staged: no · Main source: Help Desk.
| Field | Dataset | Type |
|---|---|---|
created_at | ticket | timestamp |
reopened | ticket | boolean |
ticket_id | ticket | string |
ticket_status | ticket | string |
Example SQL (Postgres)
SELECT (CAST((SELECT COUNT(DISTINCT ticket_id) FROM ticket WHERE created_at >= :period_start AND created_at < (:period_end + INTERVAL '1 day') AND reopened = TRUE) AS DOUBLE PRECISION) / NULLIF((SELECT COUNT(DISTINCT ticket_id) FROM ticket WHERE created_at >= :period_start AND created_at < (:period_end + INTERVAL '1 day') AND ticket_status = 'resolved'), 0)) AS reopen_rate From an agent: with the GASP MCP server, call
lookup_metric({ "name": "Reopen Rate" }) or generate_query({ "metric": "Reopen Rate", "adapter": "<your adapter JSON>" }).
Benchmarks
- Below 5%: Good
- 5-10%: Acceptable
- Above 10%: Investigate resolution quality
What It Tells You
Resolution quality. High reopen rate means problems aren't actually being solved.