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Thread: Just re-opened support ticket and status of ticket still "closed"

  1. #1
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    Just re-opened support ticket and status of ticket still "closed"

    Hi.
    A couple of days ago I opened a support ticket in the OPS. Support got back to me yesterday with an answer and closed the ticket.
    However -based on that answer- I have a few more questions for them on that matter.
    So today I clicked on "Re-open ticket", filled the form for "specific questions", and sent the enquiry. I saw this was added to the ticket.

    However when I go to the main page of the Support Console I see the ticket is given a "CLOSED" status, though the last update date of today is correct.

    Is this normal? or will the closed status prevent Support from getting back to me?
    Do I need to submit a new ticket so that they get back to me?

    Thanks!

  2. #2
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    I just decided to open another ticket with those questions.

  3. #3
    Custom User Title entrecon's Avatar
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    I have found opening a new ticket usually works better.

    Can folks here help answer your questions?
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  4. #4
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    Please PM me the ticket number -- and, was it just an email contact or an actual escalated ticket originally? A Re-open within two weeks should reopen your issue to the last responding agent.

    Having multiple tickets slows things down -- the older ticket will be dealt with first, but any other tickets have to be read and merged or notated against the issue which can take T2 additional time to complete and slow response for everyone...
    Well, that's the way I see it -- for the moment!

  5. #5
    Custom User Title entrecon's Avatar
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    I had suggested a new ticket because it appeared the original ticket was answered and these were NEW questions. They may have been based on the answers to the first request, but new questions none-the-less
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  6. #6
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    yes -- no problem there Entrecon -- my concern lies with the possibility that a) a ticket didn't reopen properly and b) if the questions were related or flowed out of the others, they should actually get dealt with sooner on an older (lower#'d) ticket, than a new ticket...
    Well, that's the way I see it -- for the moment!

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