Once a ticket is closed, it cannot be altered or reopened. However, you can create a follow-up request.
A follow-up request creates a new ticket that references the closed ticket and pulls data from the original ticket into the new ticket.
How to create a follow-up for a closed ticket
- Click the closed ticket that you want to create a follow-up for, which can be found in your Activities panel.
- When you view a closed ticket, scroll to the end of the comments where you'll see the option to create a follow-up.
- Click create a follow-up.
- Update the ticket data as needed (subject, details, etc.) and then click Submit.
After you submit the follow-up request, you will then be able to view it in your Activities panel along with your other requests.