To reopen an issue that they mistakenly marked as resolved, an agent can do the following.
Step 1. On the Helpshift toolbar, click Issues.
Agent Dashboard opens.
Agent Dashboard opens.
Step 2. In Agent Dashboard, open the issue that was resolved in error.
Step 3. Click More Actions.
The button label is an ellipsis (dot-dot-dot) symbol.
A contextual menu lists all of the actions that can be applied to the described
issue. The supported actions may vary, depending on which support channel the
user used while creating this issue, as well as other factors.
The button label is an ellipsis (dot-dot-dot) symbol.
A contextual menu lists all of the actions that can be applied to the described
issue. The supported actions may vary, depending on which support channel the
user used while creating this issue, as well as other factors.
Step 4. Do one of the following.
- In the case where its user created this issue inside your mobile app and you mistakenly marked it as resolved within the past 7 days, choose Follow Up.
- In the case where its user created this issue in email, choose Reopen.
Step 5. Resume the support conversation, as needed.