Tickets are closed when the reported issue is resolved or the request is complete. If the same problem comes back, you do not need to start from scratch.
Reopening
Open the ticket in the portal at crm.zylax.com.my and post a reply. Replying to a closed ticket reopens it automatically and puts it back in our queue with all the previous diagnosis attached. You can also reply to the original email thread and the same thing happens.
Tell us clearly what you are seeing now: the date and time it returned, whether the symptoms are identical to before, and anything that changed on your side since the fix. That saves the engineer from repeating work already done.
When reopening is the right move
- The original symptom has returned, on the same page or system.
- The fix worked but caused a side effect somewhere related.
- You were asked to confirm something and are now able to answer.
When to open a new ticket instead
- The problem is different, even if it is on the same website. Separate issues need separate tracking.
- The old ticket is months old and the site has changed substantially since. A fresh ticket keeps the history readable.
- You are asking for new work rather than reporting a fault.
Ticket archiving
Very old closed tickets may be archived rather than reopened. If a reply does not reopen the thread, open a new ticket and paste the old ticket ID in the description. We will pull the previous notes across.
Confirming a fix
When we mark something resolved, a quick check on your side helps. If you test it and it works, say so on the ticket. If it does not, reply before it is closed and it stays open, which is faster for everyone.
If you cannot get a ticket reopened, reply to your email thread or contact [email protected] and we will do it for you.
