We aim to provide a complete solution to the problem you are facing. Sometimes when further questions related to the ticket needs to be answered, you may want to reopen it. As a customer you will not be able to reopen a case on your own, instead you can add a comment requesting it to be opened again.
Step 1:
Simply add your comments to the ticket timeline like shown below, which will inform the Agent that you still have questions over the resolved case.
Step 2:
Your comments will be updated even though it is marked as completed. The Agent will see the available update and reopen the case.
Step 3:
Once all the queries are answered by the Agent and you’re satisfied with the solution, the case will be closed, and an automated mail will be sent to you.