If an issue recurs after a ticket has been resolved or if you require further clarification on a previously archived request, Veyon Help Center allows you to reopen closed tickets. This eliminates the need to submit duplicate tickets and keeps the entire troubleshooting history intact within a single thread.

1. Closed Ticket View & Reply Restrictions

When a ticket is in the Closed state:

  • Status Banner: The ticket status badge displays Closed (red background) and Resolved (green badge).

  • Disabled Replies: The standard reply box is locked, displaying a warning message:

    ⚠️ Can not add reply on closed ticket

  • Reopen Button: A teal ↺ Reopen button appears in the top-right corner of the ticket metadata header.

2. Confirmation Modal

To prevent accidental status changes, clicking the ↺ Reopen button triggers a confirmation dialog box:

  • Confirmation Prompt: An alert popup displays: "Are you sure to reopen your ticket?"

  • Actions:

    • Click ✓ YES to confirm and restore the ticket to active status.

    • Click NO or the X icon to cancel and leave the ticket closed.

3. Restored Active State & Event Tracking

Once confirmed, the ticket is immediately updated back to an active state:

A. Restored Ticket Controls

  • Status Update: The ticket badge changes back to Opened (green) and sets the status to Waiting Reply.

  • Close Option Restored: The button in the header switches back to the red ⊗ Close Ticket option.

  • Unlocked Reply Editor: The Add Reply rich text editor unlocks, allowing you to type new responses, format text, and attach additional files or logs.

B. Audit Timeline Updates

Every status change is recorded directly within the ticket's history timeline for full transparency between you and the support team:

  • Closed Event: Logs when and by whom the ticket was closed (e.g., Customer Test Closed ticket).

  • Reopen Event: Logs when the ticket was reopened (e.g., Customer Test Reopen ticket).