Let’s say the field coach/POC for a particular outlet is changed, then the new field coach/POC won’t be able to access the previous tickets of that outlet.
If a ticket has been marked closed, the outlet team will have 2 days (48 hours) to reopen that ticket. If they reply to that closed ticket within 48 hours, the ticket will automatically reopen. But if they reply to the ticket 48 hours after the closing of the ticket, It'll create a new ticket with the same subject.
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Things to Keep in Mind