Philippines staffing blog ·
Define fair criteria for reopening help desk tickets
Distinguish unfinished support work from a new request so customers and reports share the same outcome definition.
Direct answer
Reopen when the original outcome was incomplete or a promised follow-up remains undone; record a new request separately when scope changes.
Use the original need, customer result, time, and continuity evidence to decide.
Restore accountable ownership and the missing outcome without making the customer repeat known facts.
Review reopen reasons by request type; the fix may be an article, verification field, or closure rule.