Customers always have options to escalate even when a ticket is closed.
When a ticket is closed, the customer has visibility of the event on the support portal with the time frame since the ticket has been closed.
After logging in to the support portal, just click on the “Check Ticket Status” link. Below is a picture of what this may look like.
Clicking on the ticket number will display more details about the ticket and give you the option to reply.
If the support ticket has been closed before your confimation that the issue is resolved, just click on the “Reply” link to send the attending agent a message.
Your reply throuh the portal will automatically re-open the ticket and set the priority to “Urgent”.