Reopen a Ticket

Andrew Lahikainen Updated by Andrew Lahikainen

For ConnectWise Users

All you need to do is head to the Admin Console > System > Feature Configuration, and enter the status that you wish the ticket to go into when the client re-opens them. The status needs to exist on the boards you want to allow ticket re-opening for. If the status does not exist on the board the ticket is in, this option will not appear to the clients.

Clients will only be able to re-open a ticket within 30 days of the closing date

 

For Autotask Users

All you need to do is head to the Admin Console > System > Feature Configuration, and enter the status you want the ticket to go into when the user hits the reopen button.

If this field is blank; the reopen button will not appear.

Note that your clients will only be able to reopen a ticket within 30 days of the closing date

 

Client View

DeskDirector_Support_2017-12-28_13-19-41.png

 

By clicking on this button the client will be prompted for a reason they are reopening a ticket. This will be left as a ticket note, and the ticket will be moved into the reopened status.

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