Reopen a support ticket

A Ticket Resolved email is sent once the request has been resolved. If for some reason additional follow-up is required from the Petly Plans support department, the ticket can be reopened by the requester.

1. Log in to the email account associated with the initial request.
2. Search for and access the Petly Plans Help Desk – Ticket Resolved confirmation email listing the request number and subject line.
3. Type the reason why the request is being reopened and any additional details to help resolve the request.
4. Click the Send button. This will automatically reopen the support ticket. A representative will email a response within 24 hours Monday – Friday during business hours.

Another option:

1. Within the Petly Plans application, place the mouse pointer over the user name in the upper right area of the page.
2. Select Helpdesk. The Petly Plans Help Desk opens in a different tab on the browser.
3. Click the Login option in the upper right area.
4. Log in using the appropriate email address and password.
5. Click the Check ticket status option. A list of support requests display.
6. To view closed requests, click the All Tickets list on the left and select Resolved or Closed from the list of options.
7. Click a hyperlink to display details for the selected ticket.
8. Click the Reopen and reply hyperlink and type an explanation for reopening the request.
9. Click the Reply & re-open button. The ticket is opened and the Petly Plans Support team is notified.