Reopen a ticket after it has been closed by clicking Reopen Ticket from the closed ticket Next Steps panel.
To reopen a ticket:
Search for the closed ticket:
From the Tickets tab, using Ticket Search Advanced Search attributes.
or
From the Tasks tab, using All Tickets panel filter attributes.
From the results list, locate the closed ticket you want to reopen, and then click the identification number of the ticket to view the Ticket Details pane.
Click Reopen Ticket in the Next Steps panel.
The ticket status is changed to Open (ReOpened), and is recorded as a ticket activity in the Ticket Activity panel.
Continue with customer or ticket summary modifications as necessary.
