How to Reopen a Resolved Ticket (User Still Facing Issue)

🎯 Purpose:

To ensure customer complaints are re-opened and handled promptly if the issue still persists after a ticket was marked as resolved in CX Genie (cx.cashkr.com).

🪜 Step-by-Step Process

🧾 Step 1: Confirm the Ticket ID or User Details

Ask the user:

“Can you please share the phone number or previous ticket ID?”

If they don’t remember:

Search in CX Genie using their mobile number or name

🕵️ Step 2: Review the Previous Ticket

Open the resolved ticket and check:

Original issue
Resolution message
Time it was marked resolved

✅ Confirm whether the issue was genuinely solved or closed prematurely

🔁 Step 3: Reopen the Ticket in CX Genie

Go to the bottom of the ticket
Click “Reopen Ticket”
Add a fresh comment:

“User still facing the issue. Please recheck and resolve.”

Update ticket status to: In Progress

📝 Step 4: Add Updated Details

In the reopened ticket, add:

What is still unresolved
Any new screenshots or examples from the user
Time of user follow-up

📩 Step 5: Notify Internal Stakeholders (If Required)

If this is a repeated or critical issue:

Tag relevant department (Tech / Ops / Vendor etc.)
Use @ mention inside the ticket comments
CC on email if the issue needs urgency

✅ Step 6: Confirm to User

Message to customer:

“Thanks for letting us know. I’ve reopened your case and escalated it to the right team. We’ll update you shortly.”

✅ Best Practices

✅ Do	❌ Don’t
Always reopen tickets for unresolved issues	Don’t ask user to raise a new ticket unnecessarily
Add clear notes on why it’s being reopened	Don’t leave reopened tickets without ownership
Prioritize repeat complaints	Don’t delay escalation if required