Setting Reopened Ticket Status

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
How can a client reopen a ticket?
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To reopen a ticket, the client just needs to login to their Client Portal the open the closed ticket. The option to "Reopen Ticket" should be at the bottom of the ticket. Any "Reason for Reopening" added will be left as a ticket note, and the ticket will be moved into the reopened status.

How did we do?

Automatic Contact Creation

Setting Status when Ticket is Closed

Contact