When a technician marks a ticket Resolved, the system gives you 7 days before it auto-closes. During those 7 days, anything you reply — by email, by tracking link, or in the client portal — reopens the ticket and bumps it back to the tech who handled it.
That's deliberate: if a fix didn't stick, the person who wrote it is the fastest to revisit.
After 7 days (Closed)
Closed tickets can still be reopened, but the workflow is slightly different:
- If you have the tracking link: the page shows a Reopen button. Click it, describe what's happening now, and the ticket goes back to Open in the same technician's queue.
- If you've lost the link: raise a new ticket and quote the old ticket number in the description. The tech will read the prior thread for context. This isn't worse — it just means the new ticket carries a fresh SLA clock instead of inheriting the old one.
- If you reply to the original closing email: that still works for 30 days after closure. The mail-to-ticket parser links your reply to the original.
When a "reopen" is actually a new issue
If you're seeing the same symptom on a different machine or a similar symptom three months later after lots of changes, that's a new ticket, not a reopen. Tracking it separately keeps the history clean and the diagnosis focused.
What's preserved when you reopen
- The full comment history
- The original asset link
- The submitter identity
- The original priority (unless escalated)
What resets
- The SLA clock — a reopened ticket gets a fresh first-response window
- The "satisfaction survey" if one was sent
If a ticket has been reopened more than twice, the duty manager is notified automatically. That's our signal to look at whether the underlying problem is being missed.