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Allow users to ReOpen Tickets

Setup

In CW:

All you need to do is head to the Admin Console > General Configurations > Features, and enter the status that you wish the ticket to go into when the client re-opens them. 
The status needs to exist on the boards you want to allow ticket re-opening for. If the status does not exist on the board the ticket is in, this option will not appear to the clients. 
 
Clients will only be able to re-open a ticket within 30 days of the closing date 
 

In AT

All you need to do is head to the Admin Console > General Configurations, and enter the status you want the ticket to go into when the user hits the reopen button.

This status needs to exist on the queue that you want to allow clients to reopen tickets on. If the status does not exist on a particular queue, or this field is blank; the reopen button will not appear.

Note that your clients will only be able to reopen a ticket within 30 days of the closing date.

 

Client View

 

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By clicking on this button the client will be prompted for a reason they are reopening a ticket. This will be left as a ticket note, and the ticket will be moved into the reopened status.