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A query is reopened when a customer replies on the thread of an email query that is ‘closed’. When this happens, the query’s status changes back to ‘open’. A customer could reopen a query due to several reasons:
- They may be dissatisfied with your agent’s service quality.
- They may face the same issue again despite your agent having resolved it.
- They may experience a different issue but reply on the email thread of a closed query.
If your helpdesk has too many ‘reopened’ queries, it could either mean that your agents are unable to resolve your customers’ issues to their satisfaction or that your customers want the same agents to help them resolve other queries.
