If you need to provide additional information about an existing support request, reply to the original ticket whenever possible.
Include any new:
- Screenshots
- Error messages
- Test results
- Requested information
- Approvals
- Relevant files
Closed Tickets
If the CRM allows you to reply to or reopen the ticket, use the available option.
If a completed issue has returned after a significant period or represents a different problem, creating a new ticket may be more appropriate.
Reference the previous ticket where useful.