How to Reopen a Ticket After a "Resolved" Notification

This article explains how ticket closure confirmations work and what to do if you disagree with a resolved ticket.

What happens when you receive a "ticket resolved" notification?

When you receive a resolved notification, the support team has marked the ticket as resolved and the ticket will be automatically closed after 48 hours if there is no response.

How can I reopen a ticket if the issue is not resolved?

Reply to the "ticket resolved" email to automatically reopen the ticket. Your reply triggers the ticket to be reopened for further investigation.

What if I do nothing after receiving the notification?

If you do not reply to the resolved notification, the system will assume the issue is resolved and will automatically close the ticket after 48 hours.

Troubleshooting: I replied but the ticket wasn't reopened

• Confirm you replied to the same "ticket resolved" notification email.
• Ensure your reply was successfully sent from your email client (no bounce or sending error).

Conclusion Replying to the resolved notification reopens the ticket; otherwise the ticket will be closed automatically after 48 hours.