You can reopen a completed support case at any time if the issue remains unresolved. A case can be reopened from the Chats page.
By default, reopened cases are assigned to the same assignee who last handled the case. When a case is reopened, its status changes from Completed to Processing.
Reopening a completed case
To reopen a completed case:
Go to the Chats page.
(Optional) Use the Filter option at the top of your chat list to find the desired case.
Select the case you want to reopen.
Select the actions icon (•••) in the chat window, then under Case, choose Reopen.
In the Reopen case confirmation, confirm that you want to open the case.
The case is reopened, and its status changes to Processing.
Filter option at the top of your chat list to find the desired case.