Reopen case

Reopen a closed case from the Chats page.

You can reopen a completed support case at any time if the issue remains unresolved.

When a case is reopened, its status automatically changes from Completed to Processing, and it is reassigned by default to the last assignee who handled it.

You can reopen a completed case from either the Cases page or the Chat page within the platform.

Reopen a case from the Cases page

To reopen a completed case from the Cases page:

1. Go to Helpdesk > Cases.

2. (Optional) Use filters to find the desired case.

3. Select the case ID.

4. In the details pane on the right, select the actions icon (•••), then choose Reopen.

5. In the Reopen case confirmation, confirm that you want to open the case.

Reopen a case from the Chats page

To reopen a completed case from the Chats page:

1. Go to the Chats page.

2. (Optional) Use the Filter option at the top of your chat list to find the desired case.

3. Select the case you want to reopen.

4. Select the actions icon (•••) in the chat window, then under Case, choose Reopen.

5. In the Reopen case confirmation, confirm that you want to open the case.