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MWi
MWi
Visitor III
December 15, 2024
Question

Support closed ticket by mistake?

  • December 15, 2024
  • 2 replies
  • 1328 views

Support closed my 2 day old ticket by accident, their only solution is to make a new ticket with the same priority, so add another 2 days to my response time. I can call in to escalate it but I am not in a spot to be able to call for about 48h and chat support can't escalate beyond P3. Why can they not reopen a ticket that was closed by mistake less than 20 minutes prior? It's absolutely ridiculous. Fortinet has to be the worst support I've received all year aside from Bell

2 replies

DPadula
Staff & Editor
DPadula
Staff & Editor
December 15, 2024

Hi Mwi,


Sorry to hear that. You should be able to call support and escalate the ticket in case you are facing business impact. I strongly suggest you to contact your account manager and explain the situation. AM is the right person to report this situation and get some action on it. In case you have questions regarding the escalation process AM can clarify it for to you. 

 

Regards

DPadula

dingjerry_FTNT
Staff
dingjerry_FTNT
Staff
December 16, 2024

Hi @MWi ,

 

So sorry to hear that.

 

Unfortunately, in the Fortinet ticket system, we can't reopen a ticket once it is closed.  What we can do is to create a new ticket instead and refer to the old, closed ticket.

 

If you can't make a call within the next 48 hours, you may update the ticket to ask the next ticket owner to escalate the ticket priority.

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