> ## Documentation Index > Fetch the complete documentation index at: https://docs.vortexiq.ai/llms.txt > Use this file to discover all available pages before exploring further. # Reopen Rate, Intercom > Percentage of closed conversations that were reopened in the window. How to read it, why it matters, and how to act on it. **Card class:** [Non-Hero](/nerve-centre/overview#card-classes-explained) • **Category:** [Support](/nerve-centre/connectors#connectors-by-type) > % of closed conversations reopened (state went closed→open) in the window. ## At a glance > **Reopen Rate** is a Support Performance metric tracked from your Intercom workspace. It is your quality-of-resolution metric: of the conversations you marked closed, how many did the customer (or a teammate) have to reopen? A reopen almost always means the first answer missed the mark — the wrong size was sent again, the refund "processed" never landed, the tracking link was dead. For Blitz, a high reopen rate quietly inflates resolution time, burns agent hours redoing work, and erodes CSAT. This card is the early-warning sibling to satisfaction: reopens spike before bad ratings arrive. | | | | --------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **What it counts** | The percentage of conversations closed in the window whose state subsequently moved from `closed` back to `open`. Numerator = reopened conversations; denominator = conversations closed in the window. | | **Sample type** | API-derived from the Intercom Conversations endpoint, tracking state transitions on conversations closed in the window. | | **Why it matters** | Reopens are rework. A high rate means conversations are being closed prematurely — which lengthens true resolution time, raises cost-to-serve, and predicts falling CSAT. | | **Reading the value** | Lower is better. A few percent is normal; double digits means closes are not sticking. Watch the trend, not just the level — a rising reopen rate often precedes a CSAT dip. | | **Currency** | percent | | **Time window** | `30D` | | **Alert trigger** | `>15%` | | **Sentiment key** | `reopen_rate` | | **Roles** | owner, operations | ## Calculation Calculated automatically from your Intercom data. Vortex IQ takes the set of conversations closed within the trailing 30 days, then checks each one's state history for a `closed → open` transition. The reopen rate is reopened conversations divided by closed conversations, expressed as a percent. A conversation reopened more than once still counts as a single reopen in the numerator. The alert fires when the rate exceeds 15%. Note that each reopen also extends `statistics.time_to_last_close`, which is why this card and [Median Resolution Time](/nerve-centre/kpi-cards/intercom/median-resolution-time) tend to move together. ## Worked example *A representative reading for Blitz over 30 days.* The team closed 1,120 conversations and 198 of them were reopened — a reopen rate of **17.7%**, tripping the `>15%` alert. Pulling the thread in Vortex Mind, you find two-thirds of the reopens carry the "refund" tag: agents close the conversation the moment they *initiate* a refund, but customers reopen days later when the money has not appeared. The fix is a process change — keep refund conversations snoozed until the payout clears (see [Snoozed Conversations](/nerve-centre/kpi-cards/intercom/snoozed-conversations)) rather than closing optimistically. After the change, watch this card and [CSAT Trend](/nerve-centre/kpi-cards/intercom/csat-trend) together to confirm the rework dropped. Use Ask Viq to answer "what share of refund conversations got reopened last month?" ## Sibling cards merchants should reference together | Card | Why merchants reach for it | | -------------------------------------------------------------------------------------- | ---------------------------------------------------------------------- | | [`ic_resolution_time_median`](/nerve-centre/kpi-cards/intercom/median-resolution-time) | Every reopen re-extends the resolution clock — they move together. | | [`ic_csat_trend`](/nerve-centre/kpi-cards/intercom/csat-trend) | Rising reopens usually lead falling CSAT by a week or two. | | [`ic_resolution_by_agent`](/nerve-centre/kpi-cards/intercom/resolution-time-by-agent) | Helps spot whether reopens cluster around one agent's closing habits. | | [`ic_negative_rated`](/nerve-centre/kpi-cards/intercom/negative-rated-conversations) | Reopened-then-rated conversations are a prime source of bad scores. | | [`ic_snoozed_count`](/nerve-centre/kpi-cards/intercom/snoozed-conversations) | Snoozing instead of closing prematurely is the usual cure for reopens. | ## Reconciling against the vendor's own dashboard **Where to look in Intercom's own dashboard:** Open **Reports → Conversations** and look for a "reopened conversations" metric, or filter the Inbox by conversations that returned to an open state. Intercom does not always surface a single reopen-*rate* figure, so you may need the reopened count over the closed count. **Why the Vortex IQ value may legitimately differ:** | Reason | Direction | What to do | | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | ------------- | -------------------------------------------------------------- | | **Cohort definition.** Vortex IQ uses conversations *closed in* the window as the denominator; a vendor view may count conversations *reopened in* the window over a different base. | Variable | Confirm both use the same denominator. | | **Multiple reopens.** Vortex IQ counts a conversation reopened twice as one reopen; a raw event count would be higher. | Vendor higher | Decide whether you want unique conversations or reopen events. | | **Auto vs manual reopen.** A customer reply that auto-reopens a snoozed/closed conversation may or may not be treated the same in both tools. | Variable | Check how snoozed-then-replied conversations are classified. | **Cross-connector reconciliation:** read this with [Median Resolution Time](/nerve-centre/kpi-cards/intercom/median-resolution-time) and [CSAT Trend](/nerve-centre/kpi-cards/intercom/csat-trend) to see the full rework-and-satisfaction loop. For divergence investigations, use Vortex Mind. ## Known limitations / merchant FAQs **Q: How often does Reopen Rate update?** The card refreshes on the standard data refresh (typically every 30-60 minutes for live integrations). For a real-time read, force a manual refresh from the dashboard. **Q: Why does my Intercom report show a different number?** The usual causes are cohort definition (closed-in-window vs reopened-in-window), how multiple reopens are counted, and whether auto-reopens from snoozed conversations are included. Match these before assuming a real divergence. **Q: Is some reopening normal?** Yes. A few percent reflects customers following up legitimately. The concern is a rising or double-digit rate, which signals conversations are being closed before they are truly resolved. **Q: Can I customise the alert threshold?** Yes. The `>15%` trigger is configurable per profile in the Sensitivity tab. Lower it if your category (for example, simple order-status queries) should rarely reopen. *** ### Tracked live in Vortex IQ Nerve Centre *Reopen Rate* is one of hundreds of KPI pulses Vortex IQ tracks across Intercom and 70+ other ecommerce connectors. Nerve Centre runs the detection layer; Vortex Mind investigates the cause when something moves; Ask Viq lets you interrogate any number in plain English. [Start for free](https://app.vortexiq.ai/login) or [book a demo](https://www.vortexiq.ai/contact-us) to see this metric running on your own data.