--- title: "Reopened tickets: what they are and what they show | attendo" description: "What a reopened ticket is, why it says so much about service quality, what to look at and the mistake of treating it as one agent’s individual failure." url: "https://attendo.me/en/glossary/reopened-ticket" lang: "en" --- # Reopened tickets: the quality metric your customer decides Also known as: Ticket reopen A reopened ticket is a closed ticket that is opened again because the fix was incomplete or the problem has come back. ## Why it says so much about quality Because the customer decides it, not you. [Resolution time](https://attendo.me/en/glossary/resolution-time) can be dressed up by closing quickly; a customer coming back cannot. Many reopened tickets with very good resolution times mean one thing: cases are being closed before they are resolved. ## What to look at There is no figure that works for every industry. What is useful is seeing **which ticket types** get reopened: they tend to cluster in two or three, and that points to a very specific process or training problem. ## The usual mistake Treating it as an individual agent’s failure. Reopened tickets are usually a process issue: missing documentation, pressure to close or a type of fault that nobody knows how to fix well. ## In attendo The reopened ticket stays linked to the original one, with its story on the [timeline](https://attendo.me/en/modules/timeline). There is a reopened ticket report next to the SLA report, and [surveys](https://attendo.me/en/modules/surveys) collect feedback at closing. - [attendo Ticketing](https://attendo.me/en/ticketing) ## Where it is used in attendo ### Modules - [Timeline](https://attendo.me/en/modules/timeline): All activity on the document, in order, with its author and channel - [Satisfaction surveys](https://attendo.me/en/modules/surveys): Ask for feedback on closing and turn a low score into work - [Contracts and SLA](https://attendo.me/en/modules/contracts-and-sla): Scope, SLA and hour bank, measured on every ticket ### Industries that use these modules - [Facility maintenance and services](https://attendo.me/en/industries/facility-maintenance) - [Compliance for consulting firms](https://attendo.me/en/industries/compliance) - [Elevators and escalators](https://attendo.me/en/industries/elevators) - [Hospitality, retail and multi-site](https://attendo.me/en/industries/multi-site-operations) - [And any other business](https://attendo.me/en/industries) ## Related terms Support and service ### Resolution time Time to resolution Resolution time is how long a case takes from the moment it comes in until it is closed as resolved. Support and service ### SLA Service level agreement An SLA (service level agreement) is the written commitment, usually part of a contract, on how quickly you will respond to and resolve a customer’s tickets. Support and service ### Ticket backlog Support backlog The ticket backlog is the set of open tickets waiting to be resolved at a given moment. ### On the blog #### Working with subcontractors without losing control of the service The work you subcontract is still your service in the customer’s eyes. What gets lost is not the work itself. It is knowing whether the job was accepted, when it will happen and what was used. A few simple rules bring that back, without burying anyone in paperwork. 6 min read [See all 53 glossary terms](https://attendo.me/en/glossary) ## Shall we look at it with your data? We will show you how what you just read works in attendo, with your own assets, tickets and customers. If it is not a fit, we will tell you. - With your operation, not a generic demo - A real person from our team replies - No cold calls afterwards Would you rather talk first? - Phone [+34 910 053 530](tel:+34910053530) - Email [sales@attendo.me](mailto:sales@attendo.me) - Monday to Thursday 9:30 AM to 6:30 PM and Friday 9:30 AM to 2:30 PM (Spain time)