When an agent marks your ticket Resolved, you get an email and a green box appears at the top of the ticket.
- Select Yes, confirm and close if the problem is fixed. The ticket moves to Closed.
- Select No, I still need help, or simply reply, if it is not fixed. The ticket goes back to In Progress with the same agent.
Reopening a closed ticket
Open the ticket from My Tickets and select Reopen ticket. If it is a different problem, please raise a new ticket instead.