In this article, you will learn how to reopen tickets

To reopen a ticket, you need to have permission in the access profile. To do this, you must go to settings > people > access profiles. In the tickets tab, enable the parameter allow reopen tickets.

It is possible to set a time limit for reopening the ticket through the parameter mentioned above. To do this, specify the maximum number of hours that the ticket can remain in the closed status.

Attention! This parameter is exclusive to agent and administrator profiles, meaning it does not apply to customer access profiles.