How To Re-open Closed Service Desk tickets

 

Question: How do we re-open Closed Tickets in the Kaseya Service Desk

 

Answer: When the Status of a ticket is set to CLOSED, the ticket will enter into a hard closed stage - meaning that you can no longer edit it in any way. 

There are two ways that a ticket can be re-opened:

1. Manually

2. Via email by a ticket reply

 

Manually:

The easiest way to re-open a closed ticket is manually. To do this, go to service desk tab > Tickets page, select the ticket and on the top menu click "Ticket" > "Re-Open" ticket. Please be aware that when a ticket is re-opened it will go through the initial stage entry procedure as if the ticket was just created. It will not be kicked back to its previous stage/status/assignee. This is by design and there is no way to change this behavior. The process is the following:

- Ticket is Re-opened

- It runs through the initial stage entry procedure

- It runs through the Ticket Change procedure

 

 

Via Email by Ticket Reply:

Many customers would like tickets that are closed to be automatically re-opened if a customer replies back to it via email. You must have the following in your ticket mapping procedure so that a ticket may re-open correctly when a reply is sent to it:

 

1. Service Desk tab > Ticket Mapping procedure

   

 

Again, please be aware that when a ticket is re-opened, it will go through the initial stage entry procedure as if the ticket was just created. It will not be kicked back to its previous stage/status/assignee. This is by design and there is no way to change this behavior. The process is the following:


- Ticket is Re-opened
- It runs through the initial stage entry procedure
- It runs through the Ticket Change procedure

 

Applicable to Kaseya Service Desk

 

 

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