# How to close and reopen a ticket

[embed](<div style="border:1px solid #dfe1ea;border-radius:8px;background:#ffffff;padding:14px 20px;margin:12px 0;text-align:left;line-height:1.9;color:#1d1d24;font-family:'Inter','Helvetica Neue',Arial,sans-serif;"><strong style="font-size:16px;">Who can use this feature?</strong><br><svg width="16" height="16" viewBox="0 0 24 24" fill="none" stroke="#5d6075" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" style="vertical-align:-3px;margin-right:8px;"><circle cx="12" cy="8" r="4"></circle><path d="M4 21v-1a6 6 0 0 1 6-6h4a6 6 0 0 1 6 6v1"></path></svg><a href="#" style="color:#2942ee;font-weight:600;text-decoration:none;">Admins</a> and <a href="#" style="color:#2942ee;font-weight:600;text-decoration:none;">Agents</a> (not <a href="#" style="color:#2942ee;font-weight:600;text-decoration:none;">Viewers</a>).</div>)
## **Overview**

Close a ticket when the customer's request is resolved. Closed tickets move to the **"Archived"** view, where you can find them and reopen them if the conversation needs to continue.

[embed](<div style="border:1px solid #d6dafd;border-left:4px solid #2942ee;border-radius:8px;background:#f3f4ff;padding:12px 20px;margin:12px 0;text-align:left;line-height:1.7;font-family:'Inter','Helvetica Neue',Arial,sans-serif;"><svg width="16" height="16" viewBox="0 0 24 24" fill="none" stroke="#2942ee" stroke-width="2.2" stroke-linecap="round" stroke-linejoin="round" style="vertical-align:-2px;margin-right:6px;"><path d="M15 2H8a2 2 0 0 0-2 2v12a2 2 0 0 0 2 2h10a2 2 0 0 0 2-2V7z"></path><path d="M15 2v5h5"></path><path d="M4 7v13a2 2 0 0 0 2 2h10"></path></svg><strong style="color:#1d1d24;font-size:17px;">Related articles:</strong><br><span style="display:inline-block;padding-left:22px;color:#1d1d24;"><span style="color:#7058fd;">•</span>&nbsp; <a href="#" style="color:#2942ee;text-decoration:none;">How to update ticket details</a>: Change status, assignee, priority, tags and team.<br><span style="color:#7058fd;">•</span>&nbsp; <a href="#" style="color:#2942ee;text-decoration:none;">How to configure CSAT surveys</a>: Ask customers to rate their experience.</span></div>)
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## **Key Features**

- **Close from the ticket:** Change the status to **"Closed"** when you're done.

- **Archived view:** Find every closed ticket in the **"Archived"** view.

- **Keyboard shortcut:** Press **"E"** in the status menu to select **"Closed"**.

- **Reopen with a reply:** Reply to a closed ticket and click **"Re-open & Send"** to send your message and reopen it in one step.

- **Reopen from the status:** Change the status back to **"Open"** without replying.

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## **How to close a ticket**

[embed](<div style="position: relative; box-sizing: content-box; max-height: 80vh; max-height: 80svh; width: 100%; aspect-ratio: 2.11; padding: 0;"><iframe src="https://app.supademo.com/embed/cmuyeiiu40532qm1rzqv12k22?embed_v=2&amp;utm_source=embed" loading="lazy" title="Close and Reopen a Ticket in Atlas Support" allow="clipboard-write" frameborder="0" webkitallowfullscreen="true" mozallowfullscreen="true" allowfullscreen="" style="position: absolute; top: 0; left: 0; width: 100%; height: 100%;"></iframe></div>)
1. In the inbox, click the ticket to open it.

2. In the side pane, click **"Status"**.

3. Select **"Closed"**, or press **"E"**.

The ticket moves to the **"Archived"** view.

[embed](<div style="border:1px solid #d6dafd;border-left:4px solid #2942ee;border-radius:8px;background:#f3f4ff;padding:12px 20px;margin:12px 0;text-align:left;line-height:1.7;font-family:'Inter','Helvetica Neue',Arial,sans-serif;"><svg width="16" height="16" viewBox="0 0 24 24" fill="none" stroke="#2942ee" stroke-width="2.2" stroke-linecap="round" stroke-linejoin="round" style="vertical-align:-2px;margin-right:6px;"><circle cx="12" cy="12" r="10"></circle><path d="M12 8v4"></path><path d="M12 16h.01"></path></svg><strong style="color:#1d1d24;font-size:17px;">Important:</strong><br><span style="display:inline-block;padding-left:22px;color:#1d1d24;">If your team uses CSAT surveys, closing a ticket can send the customer a satisfaction survey.</span></div>)
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## **How to reopen a ticket**

1. In the inbox, open the **"Archived"** view and click the ticket.

2. Choose how to reopen it: 

	- **With a reply:** Click **"Reply"**, write your message and click **"Re-open & Send"**. The button shows the ticket's channel, for example **"Re-open & Send via Slack Connect"**.

	- **Without replying:** In the side pane, click **"Status"** and select **"Open"**.


The status changes to **"Open"** and the ticket is back in your active inbox.

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## **FAQs & Troubleshooting**

### **Should I close the ticket or set it to Pending?**

Set it to **"Pending"** when you are waiting for the customer or someone else. Close it only when the request is resolved.

### **Where do I find a ticket I closed?**

Open the **"Archived"** view in the inbox.

### **Can I reply to a closed ticket?**

Yes. Your reply reopens the ticket when you click **"Re-open & Send"**.

### **What happens when a customer replies to a closed ticket?**

It depends on the channel:

- **Chat:** Replies to closed tickets are off by default. Admins can turn them on in ["App Configuration > Channels > Chat"](https://app.atlas.so/configuration/chat).

- **SMS:** A reply creates a new ticket by default. Admins can set it to reopen the last ticket in ["App Configuration > Channels > SMS"](https://app.atlas.so/configuration/sms).

- **Email:** A reply in the same thread goes to the original ticket. A new email may create a new ticket.