How to Close or Reopen a Support Ticket

How to Close or Reopen a Support Ticket

Who this is for:

All users

Closing a Ticket

  1. Support team resolves issue.

  2. Ticket automatically marked Closed.

  3. User verifies issue.

  4. If satisfied → no further action.

Reopening a Ticket

  1. Go to Closed Tickets.

  2. Select relevant ticket.

  3. Click Reopen Ticket.

  4. Add comment explaining recurring issue.

Related Articles

    • Related Articles

    • How to Raise a Support Ticket

      Who this is for: All users Prerequisites: Access to Support module. Steps Click Support on navigation menu. Select Submit a Ticket. Complete: Subject Priority Description - what to Include Exact error message Your role (Admin/Dispatcher/EMT) Steps ...

    • How to Track the Status of Support Tickets

      Who this is for: All users Prerequisites: Must have raised a ticket. Steps Go to Support. Scroll to Ticket List. Review ticket status (Open, On Hold, Escalated, Closed). Status Definitions Open → ticket received On Hold → waiting for user Escalated → ...

    • How to Close an Incident

      Who this is for: Dispatchers, EMTs Prerequisites: Patient care completed Arrival at health facility logged Steps EMT submits Patient Care Report (PCR). Dispatcher reviews the incident. Click Close Case. Troubleshooting Case not closing → missing PCR. ...

    • Common Error Messages and How to Resolve Them

      Who this is for: All users Prerequisites: None. Error Messages & Fixes “Failed to load data” Check internet Refresh page “Permission denied” Check your user role “Assignment failed” Ambulance may be offline Server busy → try again “Invalid input” ...

    • Supported Devices & System Requirements

      Who this is for: Admins, Dispatch Managers, ICT officers Prerequisites: None. Requirements Modern browser (Chrome recommended) Stable internet connection Device: Desktop, Laptop, or Modern Smartphone GPS hardware for ambulance tracking ...