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  3. My ticket has been Closed but actioned incorrectly. Do I have to raise another ticket and start again?
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  3. My ticket has been Closed but actioned incorrectly. Do I have to raise another ticket and start again?

My ticket has been Closed but actioned incorrectly. Do I have to raise another ticket and start again?

In case of IT tickets, the IT team will need a live IT ticket to be able to assist you, so you can raise another ticket and reference the previous ticket number that was completed incorrectly and closed, and escalate it per the applicable process.

Most GSC tickets can be reopened within the ticket itself, and you should then follow the GSC Escalation Process. Some tickets cannot be reopened by design, and in this case you can still escalate them per the process above without having to reopen the request itself. The same applies to Account Helpdesk queries provided you have followed the Account Helpdesk escalation process.

Note though that to avoid ticket closures in almost all cases you need to ensure you respond to any feedback requests no later than within 2 days.

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