How to Reopen a Ticket

Reopening a ticket allows you to bring a resolved or closed issue back into active status if the problem is not fully fixed or needs further attention.

Before You Begin

• Make sure the ticket is in Resolved or Closed status
• Confirm that additional work or clarification is required

Steps

1. Log in to Synclo
   Sign in and access your dashboard.
2. Go to Ticketing & Helpdesk
   Open the helpdesk module from the sidebar.
3. Open the Ticket List
   Navigate to Resolved or Closed tickets.
4. Select the Ticket
   Click on the ticket you want to reopen.
5. Review the Ticket Details
   Check previous updates and resolution notes to understand what was done.
6. Add a Comment or Reason
   Clearly explain why the ticket needs to be reopened
   (e.g., issue still exists, new problem found).
7. Locate the Status Field
   Find the current status of the ticket.
8. Change Status to Open or In Progress
   Select the appropriate active status.
9. Reassign the Ticket (if needed)
   Assign it back to the original agent or a different one.
10. Save or Update the Ticket
    Click Save or Update to apply the changes.

What Happens Next

• The ticket becomes active again
• It moves back into the working queue
• Agents can continue working on the issue

Quick Tips

• Always add a clear reason when reopening
• Reassign the ticket if the previous agent is unavailable
• Avoid reopening unless necessary to keep workflows clean