Library · Refunds · How to run this
Macro-touched tickets can still reopen
Helpdesk macros close volume. Reopens on those same tickets mean the macro missed. Miss share = reopens ÷ macro-touched. Type tickets, macro-touched, and reopens.
Pair: Macro miss rate on Refunds. Labor $: helpdesk RMA cost. Alert vs CS double: alert vs CS double refund.
What you type
Tickets — helpdesk tickets in the window.
Macro-touched — tickets a macro or automation replied to / closed in that window.
Reopens — of those macro-touched tickets, how many reopened (customer reply or agent reopen).
Miss share = reopens ÷ macro-touched. Macro share of book = macro-touched ÷ tickets. Fix the macro before inventing a “normal” reopen %.
What not to do
Do not invent a reopen rate. Do not mix untouched tickets into the reopen count. Do not treat macro volume as quality. Do not ignore reopens that become refunds or chargebacks later.
Related: Refunds, helpdesk RMA cost, alert vs CS double refund, refund window.
Procedure
- Type tickets and macro-touched for the window.
- Type reopens on that macro-touched set.
- Fix macros when miss share is high.
Failure modes
- Inventing a reopen rate.
- Mixing untouched tickets into the reopen count.
- Treating macro volume as quality.
Worked example
None on this page yet. When one lands it will be a real case: what broke, the number, and what changed. Not a composite.
Glossary
- Macro miss
- A ticket a macro or automation touched that reopened. Miss share is reopens ÷ macro-touched.
Work with us — We run this job on your accounts. Services
FAQ
- Is this helpdesk RMA ticket cost?
- Related labor. [Helpdesk RMA cost](/manuals/helpdesk-rma-ticket-cost) prices minutes × loaded cost. This page is reopen share on macro-touched tickets.
- What miss percent is healthy?
- None invented here. Type reopens on the macro-touched set. Zero means the macros stuck.
- Do I count every reopen on the brand?
- No. Only reopens on tickets the macro / automation already touched in the window.