Frequently Asked Question

When work is finished (or the request is otherwise complete), an agent sets the ticket to Closed.

What you should expect

• You may receive a closing reply or notification
• The ticket remains available in your history for reference (subject to your organisation’s access rules)
• Further discussion on the same issue should usually reopen or continue on that ticket, rather than starting from scratch

If something is still wrong

Reply on the closed ticket (if allowed) or open a new ticket and reference the old ticket number in the description so agents can link the history.

Do not delete your account to “clear” tickets

User accounts and tickets are managed by support staff. Deleting a user is restricted when tickets exist; tickets are not left behind as normal open work if a user is removed with ticket deletion enabled. Contact your PIC if you need account changes.