What is total tickets vs open tickets?
Total tickets vs open tickets measure the number of tickets (trouble reports) that are outstanding out of the total number of tickets received by the customer service team.
"Total tickets" refers to the total number of customer inquiries or requests that have been received by the customer service team. This number can include both resolved and unresolved tickets.
"Open tickets," on the other hand, refer specifically to the number of customer inquiries that have not yet been resolved or addressed by the customer service team.
How to calculate total tickets vs open tickets?
To calculate total tickets vs open tickets, divide the ‘number of unresolved issues’ (open tickets) by the ‘total number of issues’ (total number of tickets) in a time period.
Formula for calculating total tickets vs open tickets
Real-life example of total tickets vs open tickets
Let’s understand this metric with an example:
Your company’s customer service team received 2,400 queries in the previous month regarding a new feature. And, at the end of the month, 600 tickets were still open.
So, total tickets vs open tickets = 600/2,400 x 100 = 25%
What’s considered a good total tickets vs open tickets? (benchmark)
The average ratio of the number of open tickets vs solved tickets is around 2:1. In the long run, you should strive to achieve a value of 1. A value of 1 means that all tickets that were opened during the period were also closed within the same period.
The ratio can vary depending on a number of factors, including the size and type of business, the efficiency of the customer service team, and the complexity of the customer inquiries.
In general, a well-functioning customer service team should strive to keep the number of open tickets as low as possible, while still providing high-quality responses to customer inquiries.
Ways to reduce your total tickets vs open tickets
- Prioritize customer inquiries: By prioritizing customer inquiries based on factors such as the urgency of the request or the potential impact on the customer's experience, the customer service team can ensure that the most important issues are addressed first, reducing the number of open tickets over time.
- Provide clear communication: 72% of customers will share their good experiences with others. Clear and concise communication can help to ensure that customer inquiries are understood and addressed effectively, reducing the need for follow-up questions or additional requests for information.
- Improve team efficiency: There are many ways to improve the efficiency of a customer service team, such as by implementing more effective communication and collaboration tools, streamlining processes, and providing training and support to team members.