Introduction
Sometimes, a support ticket may be marked as Closed after the reported issue has been resolved. However, there may be situations where the issue reoccurs, additional information becomes available, or you need further assistance related to the same request. Instead of creating a new support ticket, uKnowva allows you to easily reopen an existing closed ticket so that the conversation can continue without losing its history.
There are two simple ways to reopen a closed support ticket. You can either reply directly to the email notification or log in to the uKnowva Support Portal and respond to the closed ticket. In this article, we will learn how to reopen a closed support ticket using the Support Portal.
Step 1: Log in to the uKnowva Support Portal
Open your web browser and log in to the uKnowva Support Portal by visiting support.uknowva.com. Enter your email address and Ticket ID to log in.
After signing in successfully, you will be taken to your support dashboard, where you can access all your submitted support tickets.
Step 2: Open the Closed Tickets List
From the dashboard, click on the View Closed Tickets option.
This page displays all support tickets that have been marked as closed. Browse through the list and locate the ticket that you want to reopen.
Once you find the required ticket, click on it to open its details and view the complete conversation history.
If you have the original support email thread, you will also find a link to the ticket. Click the link to view the ticket's progress or continue the conversation directly from the Support Portal.
Step 3: Add a Response to Reopen the Ticket
After opening the ticket, scroll to the response section and enter your reply.
Describe the additional issue, provide any new information, or explain why the ticket needs to be reopened, and once the message has been described, click on the Post reply button to submit the ticket.
Once you submit your response, the ticket will automatically reopen, allowing the support team to continue working on your request.
Alternatively, if you still have the original email notification, you can simply reply to that email. Your response will automatically reopen the associated support ticket without requiring you to log in to the Support Portal.
Conclusion
That's it!
You've now successfully learned how to reopen a closed support ticket in uKnowva.
By replying to the original support email or adding a response through the uKnowva Support Portal, you can continue the existing conversation without creating a new ticket.
If you have any questions or need additional support, feel free to contact us at This email address is being protected from spambots. You need JavaScript enabled to view it..