Reopen a case

Reopen a closed case to continue work on the original request.

For an overview of the case lifecycle, see Manage the case lifecycle.

Before you begin

• Confirm the case is Closed.
• Verify that the case is still eligible for reopening according to your organization's lifecycle settings.
• Determine whether continuing the existing case is more appropriate than creating a new one.

Only Case Managers and Case Administrators can reopen closed cases.

Reopen a case

1. Open the closed case.
2. In the message composer, select Send and reopen case.
3. Include a public update explaining why the case is being reopened.
4. Send the message.

The case returns to In Progress, allowing work to continue on the existing case.

What happens next

After you reopen a case:

• The case becomes active again.
• Agents can continue working the case.
• Employees can continue the conversation using the existing case.
• Service levels and lifecycle behavior continue according to your organization's configuration.

When to reopen a case

Reopen a case when:

• The employee still needs help with the same request.
• The case was closed too early.
• Additional work is required after the case was closed.

Create a new case instead if:

• The original case has been finalized.
• The employee has a new or unrelated request.
• Your organization's lifecycle settings no longer allow the case to be reopened.

Best practices

• Explain why the case is being reopened.
• Review the conversation before continuing work.
• Confirm that reopening the existing case is the best option for the employee.
• Create a new case rather than reopening an unrelated request.

Troubleshooting

Reference

• Audit history and AI evaluation traces