https://community.hubspot.com/t5/Tips-Tricks-Best-Practices/First-Contact-Resolution/m-p/748649#M1012 <P>Hi <a href="https://community.hubspot.com/t5/user/viewprofilepage/user-id/512248">@KMcParland</a>,</P> <P>&nbsp;</P> <P>Could you specify what exactly you'd like to calculate? In general, I'd approach this as shown below, with a ticket-based workflow:</P> <P>&nbsp;</P> <P><span class="lia-inline-image-display-wrapper lia-image-align-inline" image-alt="karstenkoehler_1-1675057247360.png" style="width: 400px;"><img src="https://community.hubspot.com/t5/image/serverpage/image-id/84191iE0C872D10A3558C4/image-size/medium?v=v2&amp;px=400" role="button" title="karstenkoehler_1-1675057247360.png" alt="karstenkoehler_1-1675057247360.png" /></span></P> <P>&nbsp;</P> <P>You would either set the value of a checkbox property or count up a number property. Both would allow you to filter for reopened tickets, report on them etc.</P> <P>&nbsp;</P> <P>Let me know if you have any follow-up questions!</P> <P>&nbsp;</P> Mon, 30 Jan 2023 05:41:52 GMT karstenkoehler 2023-01-30T05:41:52Z https://community.hubspot.com/t5/Tips-Tricks-Best-Practices/First-Contact-Resolution/m-p/748469#M1011 <P>What is the best way to calculate reopen tickets? So basic parameters are ticket# is constant, ticket status closed to ticket status changed to open, new email, or support response needed.&nbsp;</P> Sat, 28 Jan 2023 18:52:44 GMT https://community.hubspot.com/t5/Tips-Tricks-Best-Practices/First-Contact-Resolution/m-p/748469#M1011 KMcParland 2023-01-28T18:52:44Z https://community.hubspot.com/t5/Tips-Tricks-Best-Practices/First-Contact-Resolution/m-p/748649#M1012 <P>Hi <a href="https://community.hubspot.com/t5/user/viewprofilepage/user-id/512248">@KMcParland</a>,</P> <P>&nbsp;</P> <P>Could you specify what exactly you'd like to calculate? In general, I'd approach this as shown below, with a ticket-based workflow:</P> <P>&nbsp;</P> <P><span class="lia-inline-image-display-wrapper lia-image-align-inline" image-alt="karstenkoehler_1-1675057247360.png" style="width: 400px;"><img src="https://community.hubspot.com/t5/image/serverpage/image-id/84191iE0C872D10A3558C4/image-size/medium?v=v2&amp;px=400" role="button" title="karstenkoehler_1-1675057247360.png" alt="karstenkoehler_1-1675057247360.png" /></span></P> <P>&nbsp;</P> <P>You would either set the value of a checkbox property or count up a number property. Both would allow you to filter for reopened tickets, report on them etc.</P> <P>&nbsp;</P> <P>Let me know if you have any follow-up questions!</P> <P>&nbsp;</P> Mon, 30 Jan 2023 05:41:52 GMT https://community.hubspot.com/t5/Tips-Tricks-Best-Practices/First-Contact-Resolution/m-p/748649#M1012 karstenkoehler 2023-01-30T05:41:52Z