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Reopen Tickets

Learn how to reopen a closed ticket and know about channel limitations.

How to Reopen a Ticket

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.

Limitations of Reopening Tickets

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
Facebook
7 days
Instagram
7 days
WhatsApp Business
24 hours
Viber
24 hours