This article will show you how to create a follow-up ticket out of a Closed/Solved Ticket.
To close a ticket in the system we first need to mark this ticket as solved. You will then receive an e-mail notification about it. When a ticket is marked as solved, you as a customer can just reply to it for the next 7 Days. After this period is over, the ticket will be closed, and it will be read-only.
IN THIS ARTICLE
To create a Follow-Up Ticket, you log-in to the HMS Support Portal (hms-networks.com), then go to "My activities" (1) and select the Ticket you want to create a follow-up (2).
Then scroll down to the last entry.
If the last line looks like below picture, it means that the ticket is not yet closed, and you can continue as before.
But if the last line looks like below, then it means that the ticket is closed, and you need to create a follow-up ticket by just pressing the "create a follow-up" link.