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Support Requests

Ask to reopen a resolved request

Explain what is still wrong and send a reopening request for staff review.

If the same problem remains after a request is resolved or closed, explain what is still wrong. A reopening request goes to staff for review; it does not immediately change the ticket’s status.

Request a review

  1. Open the ticket from Helpdesk.
  2. If a reopening action is offered, choose it.
  3. Describe what you tried after the last reply and what still happens. Add the relevant error or example.
  4. Submit the reopening request and check for confirmation.

If the action is unavailable

Reopening depends on the ticket’s state and the actions available to your account. Read any message shown on the page. If you still need help, use Contact Us and include the ticket reference so the team can locate it. A reference helps identify the request; it does not grant access to it.

If the new issue is unrelated to the original request, submit a new support request instead. Describe the new problem clearly so it can be assessed separately.