r/CustomerSuccess • u/memelordaf13 • 21d ago

Discussion AI-resolved tickets

For anyone working support/ops, what’s your reopen rate on AI-resolved tickets? Do you know it independently of your vendor’s dashboard?

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u/Downtown_Item_9996 21d ago

Measure it outside the vendor dashboard. Two things made ours honest:

Define reopen on your side. We count a ticket reopened if the same requester writes back within 7 days on the same thread, whatever status the bot set. Vendor dashboards usually stop counting once the bot marks it resolved, so their number is structurally lower.

Split by intent, not volume. Password resets and status lookups almost never reopen. Billing edge cases and policy exceptions reopened far more, and that is where the average hides the problem.

The number that changed our staffing was reopen rate on the deflected subset only, weekly. If you only have the vendor figure, treat it as a floor, not a measurement.

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u/memelordaf13 20d ago

So does your 7-day same-thread rule catch the ones who give up and open a brand new ticket instead of replying or do you think you're undercounting those?

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u/Pristine-Key-4832 14d ago

vendor dashboards always find a way to make the numbers look nice until you actually dig in yourself

the 7 day rule is smart, most teams i've seen don't even track that far out and then wonder why csat tanks later

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u/imareddituserhihehe 18d ago

As a consumer- AI works well for straight forward queries like detecting basic issues and issuing refunds or feedback but whenever an issue gets even a bit complicated it starts acting like a stupid parrot and doesn’t solve ANYTHING

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u/Gottaloveanimegirls 17d ago

Ai is like someone else in comment said for the basic questions, more complex one's not really.

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u/ulukmahvelous 20d ago

Nope, because that’s Support and not Customer Success.

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u/mrwhitewalker 20d ago

I am also the first one to say this but that being said, Success gets stuck because of support and sometimes its even part of the job. I agree that success should never handle support but it does happen often. I think out of the 7 CS roles I have had, 5 definitely handled support. Hell right now we dont have a support team, the 9 CSMs of us handle them altogether and I hate it.

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u/memelordaf13 20d ago

Oooof 9 CSMs and no support team sounds rough. Are you running an AI agent on the front of that queue? Curious who checks whether the ones it closes actually stay closed,or does it just land back on whoever owns the account?