Zendesk First Contact Resolution and Reopen Analysis
Find why tickets come back.
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Analyse repeat contacts. Data: tickets with requester, topic, number of replies, status history, reopen events and time between contacts: [TICKET_DATA]. Define the measures first: first contact resolution is tickets solved with a single agent reply and not reopened within 7 days, divided by all solved tickets (640 of 1,000 is 64 percent); reopen rate is reopened tickets divided by solved tickets. Break results down by topic, channel and agent group, showing only groups with at least 30 tickets, and avoid blaming agents on small samples. Read a sample of 30 reopened tickets and classify causes with counts (incomplete answer, wrong fix, misunderstanding, delay, product defect). For the top three causes propose a fix such as a macro with an extra check question, a knowledge article or a product bug report, define a test and a next-quarter target, and write a customer message for reopened cases. Return a table. State the sample size next to each rate and say which groups were too small to report. Keep the proposed fixes to the three that would prevent the most repeat contacts, with one measure each.
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