Agents can reject any issue at their discretion, and a rejected issue cannot be reopened. 
 
NOTE
A rejected issue does not show any customer satisfaction (CSAT) survey to its associated end-user.
  1. On the Helpshift toolbar, click Issues.
    Agent Dashboard opens.
  2. Click My Open Issues.
  3. Click the issue that is a candidate for rejection.
    Its conversational history loads in the details pane.
  4. Click More Actions ().
    Note: A contextual menu lists all of the actions that can be applied to the described issue.
  5. From the contextual menu, choose Reject.
    A rejected issue is closed and cannot be reopened.

Note: Alternatively, your organization might choose to prevent all of its users from ever reopening any resolved issue. Or your organization might choose to block such behavior on an app-by-app basis. Helpshift supports both of these strategic approaches.