Answer is D
This metric focuses on the efficiency of the help desk in categorizing and classifying tickets. A lower mean time to categorize tickets suggests a quicker response and organization of issues, which can contribute to overall customer satisfaction and efficient problem resolution. It provides insights into how well the help desk can manage and prioritize incoming requests. Keep in mind that the choice may vary based on specific organizational objectives and the context in which the help desk operates.
https://www.klipfolio.com/metrics/support/ticket-reopen-rate/
Ticket Reopen Rate (RR) is the percentage of solved tickets that have been reopened by customers. It is important for a support team to track ticket reopen rate, as this can provide insight into how well their customer service is performing.
Reopen rates provide a direct measure of customer satisfaction with the service they receive and can help determine where improvements need to be made. For example, if an unusually high number of tickets are being reopened after they have been marked as solved, it could be a sign that customers are not getting the answers they need or that agents are not providing satisfactory solutions.
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