Reopen the existing ticket when the same issue continues so earlier diagnostics and decisions remain available.
Applies to: Support tickets and service-status information
Support tickets create an auditable conversation linked to the customer account. One clear issue per ticket, accurate diagnostics and replies through the portal help staff investigate without avoidable delays.
Before you start
- Confirm that the new message concerns the same service and underlying issue.
Step-by-step
- Sign in to the Customer Portal and open Support > Tickets.
- Select the closed ticket and read the final staff reply and closure message.
- Use the reply area when available. Start with what has changed since the last message and answer any outstanding questions.
- Attach only relevant logs or screenshots and redact credentials, identity data and unrelated customer information.
- If the portal does not allow a reply, open a new ticket and place the closed ticket number in the subject or first line.
- For a different problem, open a separate ticket rather than reopening an unrelated old conversation.
Confirm the result
- The reopened or linked ticket is visible in the active queue with current diagnostic information.
Common problems
| Symptom | Likely cause | What to do |
|---|---|---|
| The old ticket belongs to another contact. | The current user may not have permission to view or reply to that conversation. | Ask the account owner to grant appropriate access or open an authorised new ticket that references the service. |
| Email reply does not reopen it. | The sender or ticket token was not recognised. | Use the Customer Portal reply form. |
When to contact Tudor Internet
Open a ticket through the Customer Portal when the checks above do not resolve the issue, when an action is unavailable for your service, or when continuing could risk data loss or service interruption. Include the following so the request can be investigated efficiently:
- The customer account email address
- The affected invoice, service, domain or ticket number
- The exact message and the time it appeared
Do not send passwords, private keys, full payment-card details, one-time authentication codes or unredacted identity documents in an ordinary support reply.
Related articles
- Understand support ticket statuses
- Why an answered support ticket may close automatically
- Information to include in a technical support ticket
- Choose the correct support ticket priority
- Open a support ticket
Last reviewed: 2026-07-18.
