Overview
If a customer issue resurfaces after closure, you can reopen the ticket to continue tracking.
Steps
In Tickets, filter Status = Closed.
Locate the ticket and click the three‑dot Action menu.
Select Reopen.
Add a comment explaining why it’s reopened.
Click Save—status returns to “Open.”
Tips
Encourage agents to verify resolution before closing.
Use tags (e.g. “reopened”) for reporting on repeat issues.
Troubleshooting
Reopen option missing? Only closed tickets can be reopened—ensure it’s fully closed.
Status doesn’t change? Refresh the list or clear filters.