Reopen a completed request

A completed request is not locked. If the problem comes back, or you need a clarification, write in its chat again.

The app asks whether to open the request again:

• Yes, Please — the request returns to In Progress and the back office is notified.
• No, go back — nothing changes and the request stays Completed.

When to reopen, when to start fresh

Reopen when it’s the same problem, the same machine, the same question. The history and the original audio stay attached, which saves the back office from asking again.

Send a new request when it’s a different problem, even in the same place. Reopening for unrelated work makes both harder to track, and it distorts Avg Time per Request in the team’s Analytics.

Note

Only the person who sent the request can reopen it from the app. The back office reopens it from the dashboard.