Running the centre
Reopened ticket
A reopened ticket is a maintenance ticket that was marked as resolved and is opened again because the problem persists or comes back straight away. It is the clearest sign of a false closure, and the share of reopened tickets among closed ones measures the quality of repairs, not their speed.
Also known asreopened incident · reopening · reopen rate · parte reabierto
Why it matters
A closed ticket goes into the statistics as work done. If the resident writes the next day to say the shower is still dripping, there are two ways to record it: open a new ticket or reopen the old one. The first hides the failure, because the time on the first ticket has already counted as good; the second keeps it in view. That is why the reopen rate, reopened tickets divided by closed tickets over a period, is used as a quality measure. In customer service, reopened issues are one of the internal ways of measuring first contact resolution.
It is worth telling it apart from a repeat fault: the same room and the same fault weeks or months later, when the repair did hold for a while. A reopening points to a false closure; a repeat, to a part or an installation that needs replacing rather than patching. Both come from a properly recorded maintenance ticket, and both show up in CSAT. How Bedel handles them: faults and incidents.
Worth knowing
What people take for granted: that whoever does the repair knows whether it worked. Often only the person living in the room knows. If nobody asks her, or she has no easy way to say "it's still the same", the reopening is never recorded and the statistics mislead.
Sources
Related terms
- Maintenance ticketA maintenance ticket is the record of a fault in a residence's facilities (a dripping shower, a broken blind) with what is wrong, where, who reported it and when. It is used to assign the job to whoever fixes it, track the deadline and keep a record of how it was closed.
- CSATCSAT (customer satisfaction score) is the satisfaction measure asked for right after a specific service, with a short question and a scale of a few options. It is given as the share of all responses that reach the level set as "satisfied".