Once a ticket is solved for 7 days it becomes closed for new comments and it cannot be altered or reopened. However, you can create a follow-up request. This creates a new ticket that references the closed ticket and pulls data from the original ticket into the new ticket. Comments not pulled from the original ticket.
To create a follow-up for a closed ticket
- Locate the closed ticket that you want to create a follow-up for. You can do this by going to your requests and filter by status solved.
- When you view a closed ticket, you'll see the option to create a follow-up ticket.
- Click Create follow-up. A new ticket is created with the same data as the original ticket.
- Update the ticket data as needed and then click Submit to save the new ticket. The support team will receive an email notification for the new ticket. The new ticket is marked as a follow-up.