How to reopen a closed Support Case

Question / Problem: 

How to reopen a closed Support Case?

Answer / Solution: 

Support Cases are closed sometimes automatically by the Support Portal Software. This happens if, after a certain period, no feedback is received from our customer. Closed Cases can be reopened 14 days after that they have been closed. If the Case is older then 14 days, you will have to open a new Case. You can refer to the old Case by the old Case Number. 

To reopen a closed Case, you need to login to your Kofax Support Account and click on Cases and then on My Cases.

Here choose "My Closed Cases" from the menu on the left hand side.

Search for the closed Case in question and click on the Case Number. The closed Case will be shown. Click on "Re-open closed Case" to reopen the closed case.

Applies to: