Once a ticket is set to "Solved" for 7 days, it becomes closed for new comments and 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. 

To create a follow-up request for a closed ticket

1. Go to your solved requests and locate the closed ticket
2. Find and Click Create follow-up
3. A new ticket is created with the same options as the original ticket
4. Update the ticket data as needed and then click Submit to save the new ticket
   • Note: The support team will receive a notification from your new ticket which will be linked to the previous ticket as a follow-up

To create a completely new ticket

1. Go to the Submit a Request page and complete the form
   • Note: This will not link to any previous ticket