Library · Refunds · How to run this
Repeat contacts are not first-touch closes
A repeat contact means the first close did not hold. Repeat % = repeat contacts ÷ total tickets × 100. Type both.
Pair: Repeat contact rate on Refunds. First response: first response vs refund. Macro: macro miss rate.
What you type
Repeat contacts — tickets with a second contact / reopen / follow-up in the window (your helpdesk definition — stay consistent).
Total tickets — all tickets in that same window.
Repeat % = repeats ÷ total × 100. Fix macros or first-touch when repeat % is fat — do not invent a repeat chip.
What not to do
Do not invent repeat %. Do not mix new topics into repeats without a rule. Do not treat internal notes as contacts. Do not ignore channel when one inbox owns the repeats.
Related: Refunds, first response vs refund, macro miss rate, CSAT vs refund cost.
Procedure
- Type repeat contacts and total tickets.
- Read repeat %.
- Fix macros or first-touch when repeat % is material.
Failure modes
- Inventing repeat %.
- Mixing new topics into repeats without a rule.
- Treating internal notes as contacts.
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
- Repeat contact %
- Repeat / reopen contacts ÷ total tickets × 100.
Work with us — We run this job on your accounts. Services
FAQ
- Is this first response vs refund?
- Sibling CS clock. [First response vs refund](/manuals/richpanel-first-response-vs-refund) is refund share at typed first-response hours. This page is repeat contacts ÷ total tickets.
- Is this macro miss rate?
- Related reopen. [Macro miss rate](/manuals/gorgias-macro-miss-rate) is macro-touched tickets that reopen. This page is list-wide repeat contact share.
- What repeat % should I invent?
- None. Type repeat contacts and total tickets from the helpdesk for the same window.