Reopen Tickets
Learn how to reopen a closed ticket and know about channel limitations.
Last updated
Learn how to reopen a closed ticket and know about channel limitations.
Last updated
To reopen a ticket —
1. At first, click on the filter icon on the top-left corner of your inbox.
2. A window will appear from the right side. Select Resolved under Ticket Status and click Save. This will show only the resolved/closed conversations in your account.
3. Select the ticket you want to reopen and click on Reopen on the top-right corner of your inbox.
You can either Reopen & Answer immediately or Reopen tickets to add to your queue or assign to others, given that you are an Admin on MyAlice.
You cannot reopen a conversation from some social channels after a specific period. This is an API limitation from the channel itself.
Find the time window for each channel.
| Channel Name | You cannot reopen a ticket after |
|---|---|
7 days | |
7 days | |
WhatsApp Business | 24 hours |
Viber | 24 hours |
