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mduley
Charter Member

is it still possible for a customer to change the status of support tickets?

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Hi, On the previous support platform, the customer who opened the ticket had the option of changing the status (e.g. closing it when done or no longer needed, reopening it to In Progress etc.). Can't see how to do that on the new platform. Is it still possible? Thanks.
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Community Manager
Community Manager

Re: is it still possible for a customer to change the status of support tickets?

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We are in the process of implementing a way for customers to close their own cases, which we should have in place within a few weeks.  Further any comment added to the case will move the case to In Progress with the exception of Closed cases.  This includes Resolved cases as a way to reopen them.  We resolve a case when we believe all work has been completed for the case.  We allow up to 7 days for a customer to reopen a resolved case by adding a comment to the case.  After 7 days the case will auto-close.

For closed cases you will need to open a new case, but we recommend that you reference the original case if there is details relevant to the issue.  If you add a comment to a closed case, you will receive an email notification that the case was already closed.

 

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Community Manager
Community Manager

Re: is it still possible for a customer to change the status of support tickets?

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We are in the process of implementing a way for customers to close their own cases, which we should have in place within a few weeks.  Further any comment added to the case will move the case to In Progress with the exception of Closed cases.  This includes Resolved cases as a way to reopen them.  We resolve a case when we believe all work has been completed for the case.  We allow up to 7 days for a customer to reopen a resolved case by adding a comment to the case.  After 7 days the case will auto-close.

For closed cases you will need to open a new case, but we recommend that you reference the original case if there is details relevant to the issue.  If you add a comment to a closed case, you will receive an email notification that the case was already closed.