Open a closed Freshdesk ticket

You usually change the status of a ticket from Closed to Open if the solution given in the ticket is not satisfactory. Or if it is necessary for you to add more information to a ticket, you can change the ticket status.

Make sure that you read the documentation about Freshdesk ticket statuses.

To change the Closed status of a Freshdesk ticket to Open, do this procedure.

Note: When ezyVet customer support adds information to a ticket, you will automatically receive a related email that has the information. If you reply to the email and the source ticket has the Closed status, Freshdesk automatically changes its status to Open.

Note: You can usually get access only to the Freshdesk tickets that you make. That is, you cannot get access to the tickets of a different person of your organization. But if necessary, ezyVet customer support can give access to all tickets of an organization to all persons of the organization. For more information, speak to ezyVet customer support.

Go to support.ezyvet.com.
Select LOGIN.
Your web browser shows the LOGIN screen:
Enter the email address and password of your Freshdesk account, then select LOGIN.
Select CHECK TICKET STATUS.
If necessary, select the arrow, then select Resolved or Closed to show your closed tickets.
Freshdesk shows your closed tickets.
Select the applicable ticket.
Freshdesk shows more information about the ticket:
Select Reply.
Freshdesk shows a text box and related settings that you can use to add more information to the ticket.
In the text box, enter more information about the problem.

Tip: To add a file to the information, select + Attach a file:
Select Reply.
Freshdesk shows a confirmation message: