NOTE  
  • The Reopen Issue step type is available for use in feedback bots exclusively.   
  • There is no logical use case to include it in any custom bot.  
Reopens the issue, assigning it:  
  • to a queue that you choose  
    OR  
  • back to the issue's original queue   
    OR  
  • to a bot that you choose   
    OR  
  • to an agent whom you choose   
    OR  
  • back to the issue's most-recently-assigned agent  
(Optional) Can also trigger one or more actions, based on your selections from a list of supported actions.  
  • Workflows  
    • Add private note — Enter free text for Helpshift to save as a private note in Agent Dashboard. To tag particular agents, supervisors, or administrators, type the '@' sign and choose their names from the list of registered users.  
  • update default issue fields  
    • add issue tags — Choose from a list of administrator-managed tags that are not currently applied to the now-resolved issue. Choosing tags from the list adds them to the issue.  
    • remove issue tags — Choose from a list of administrator-managed tags that are currently applied to the now-resolved issue. Choosing tags from the list removes them from the issue.  
  • update custom issue fields — Choose among whichever CIFs are configured for use on your Helpshift instance.    
NOTE  
  • You CAN delete bot steps from an unpublished custom bot or feedback bot.    
  • You CAN NOT delete bot steps from a published custom bot or feedback bot.  
Just as adding a bot step changes fundamentally how a custom bot or a feedback bot behaves while chatting with your end-users, so does deleting a bot step. Such deletions may also change what information is collected and how your Helpshift instance applies or uses the information in subsequent steps.     

NOTE  
Although the Reopen Issue bot step type is available for use in feedback bots, we do not support its use as the first step in any feedback bot. This is by design and is not a limitation.     

TIP  
Feedback bots run for resolved issues exclusively. Nonetheless, updating CIF values and/or CSAT comments for a resolved issue after the fact can still help to surface important trends in analytics and reporting.