This article provides step-by-step instructions for requestors (students, faculty, and staff) to reopen a ticket that has been previously closed.
Sometimes an issue will persist after an agent has marked it complete. Instead of creating a new ticket, you can report that the issue still occurs directly in the old ticket. To find this ticket, click My Tickets in the left navigation.
On the View Tickets main page, select All Tickets to display your currently open tickets and previously closed or canceled tickets. Once you’ve identified the ticket you want to reopen, click on it.
You will only need to write a new comment and select Add Comment.
A confirmation window will appear asking if you want to reopen this ticket. Click Yes. Once reopened, the assigned agent will receive a notification that this ticket requires their attention again.
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Hannah Bailey - Director, Customer Engagement