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