It's fixed
Open the ticket and choose This is fixed, close it (under the status). A note is added for the technician and the ticket closes. Thank you, it helps us keep the list tidy.
It's not fixed after all
Open the closed ticket (Tickets → Closed tab) and either:
- choose Reopen ticket, or
- write a Reply and choose Send and reopen, which reopens it and tells us what's still wrong.
The technician is told either way.
Only the ticket's contact and your organization's managers and administrators can close or reopen it. If you're only copied (CC'd) on a ticket, ask its contact.
Tip: if a closed ticket is old (weeks or months), it's usually clearer to raise a new ticket and mention the old number.