Reopen a Done feedback item

If a feedback item was marked Done but the problem isn’t actually fixed, you don’t have to file a brand-new entry. You can reopen the original one directly from its detail pane, with a comment explaining what’s still wrong.

Who can do this

Reopening a Done item is available to:

• The original reporter — the person who submitted the item
• A tenant owner

If you’re neither, you won’t see the option — only these two roles can trigger a reopen.

Before you start

• The item must currently be Done. Items in other states (New, Requires more info, In progress) don’t need reopening — there’s nothing to undo.
• The item must not be merged into another entry or dismissed. Merged and dismissed items can’t be reopened this way.
• Have a short explanation ready of what’s still broken or missing — a comment is required and the reopen won’t go through without one.

Reopen the item

1. Open Settings → Feedback and click into the Done item you want to reopen. The detail pane slides in from the right.
2. Look for the Mark as not done button near the top of the detail pane, alongside the other badges. It only appears when you’re allowed to reopen this particular item.
3. Click it. A dialog opens asking what’s still not working.
4. Type a comment describing the remaining problem — this is required, and the button to confirm stays disabled until you’ve written something.
5. Click Reopen issue.

The dialog closes, the item’s status updates, and you’ll see a confirmation that the team has been notified.

What happens after you reopen

• The item’s status moves to Reopened by customer. This is a distinct state from the original New/In progress/Done flow — it flags to the team that this came back after being marked resolved, not that it’s a fresh report.
• Your comment is posted to the item’s thread using the same reply path as any other comment, and the team is notified the same way they’re notified of replies — so whoever is watching the queue sees both the status change and your explanation.
• The Mark as not done button disappears once the item is reopened, since it’s no longer Done.

When you can’t reopen

• The item isn’t Done. If it’s New, Requires more info, or In progress, there’s no reopen action available — the item is already active.
• The item is merged. Feedback merged into another entry can’t be reopened independently; any follow-up belongs on the item it was merged into.
• The item is dismissed. Dismissed items are a closed state and aren’t eligible for the customer reopen flow.
• Someone beat you to it. If the item was already moved off Done — by you in another tab, or by the team — by the time you submit, you’ll see a message that it’s already been updated, and the button will disappear so you’re not stuck retrying a stale action.

Troubleshooting

• Symptom: I don’t see a “Mark as not done” button on a Done item I reported. Fix: Confirm you’re the original reporter or a tenant owner — no one else sees the button, even on Done items. If you are one of those two, refresh the page; the option is computed per-item and a stale view can hide it.

• Symptom: I clicked Reopen issue and got an “already updated” message. Fix: The item left Done state before your submission went through (a double-click, or someone else changed it first). The queue refreshes automatically — check the item’s current status and comment thread for what changed.

• Symptom: The Reopen issue button stays disabled. Fix: The comment field is required — type your explanation of what’s still wrong before the button becomes clickable.

See also

• What is User Feedback
• Triage and manage feedback