Sign in

Reopen ticket

A Resolved or Closed ticket is reopened because the issue persists or reoccurs.

When this happens: Agent or Admin clicks Reopen on a Resolved or Closed ticket.

Step by step

  1. 1

    Click Reopen on a Resolved or Closed ticket.

    EasyCRM shows a modal: Reopen Reason (required text, min 10 characters).

  2. 2

    Enter the reason (e.g. Customer reports issue persists).

  3. 3

    Click Reopen.

    EasyCRM updates status to Open Clears ResolvedAt (if was Resolved). Activity log: Ticket reopened by [User]. Reason: [reason] If the ticket was previously assigned to an agent, a notification is sent: Ticket [TKT-Number] has been reopened Ticket reappears in the active ticket list and agent's queue.

Other paths

Reopen and reassign

Reopen the ticket and simultaneously changes the assigned agent. Notification sent to the new agent.

If something goes wrong

Reopen reason too short

Reason is fewer than 10 characters. EasyCRM shows: Reopen reason must be at least 10 characters Reopen blocked.

Good to know

  • Reopen reason is required.
  • Reopened tickets return to "Open" status regardless of previous state.
  • Ticket retains its assigned agent unless explicitly changed.