Reopen a Done feedback item

The previous Mark as not done action for Done feedback items is no longer available. Feedback has moved into the current Issues workflow, and Done items cannot be reopened directly from the old feedback detail pane.

If a problem marked Done is still happening, use the supported follow-up path instead: reply in the existing Atender Support conversation if one is available, or submit a new report with the latest details.

Who can do this

Anyone who can access the current support conversation can add follow-up information there, unless it is archived.

If you don’t have access to the existing thread, create a new report so the team has a fresh, visible record of what is still wrong.

Before you start

• Check whether there is already an active Issue or Atender Support conversation for the same problem.
• Gather the details the team needs to investigate again, such as what you expected, what happened instead, and any recent examples.
• If the original item was marked Done, include that context in your follow-up so the team knows this is a continuation of a previously resolved report.

Follow up on the item

1. Open the current Atender Support conversation connected to the problem.
2. Add a reply explaining what still isn’t working.
3. Include any updated screenshots, examples, affected users, or steps to reproduce the issue.
4. Send the reply.

The team will see your update in the current workflow and can decide whether to continue work on the existing Issue or track the new information separately.

If you can’t find an existing Issue or support thread, submit a new report instead. Mention that the problem was previously marked Done and describe what is still broken or missing.

What happens after you follow up

• Your reply is added to the current Atender Support conversation.
• The team is notified through the normal reply workflow.
• The item does not move back into the old feedback status flow, and there is no separate Reopened by customer status.
• If you submit a new report, the team will triage it as a new report with the added context that it may be related to a previously resolved item.

When you can’t reopen

• There is no reopen action. Done feedback items no longer have a Mark as not done button.
• The old feedback item is closed. Use the current support conversation for follow-up instead of trying to reopen the old item.
• You don’t have access to the thread. Submit a new report with the same context so the team can review it.
• The problem has changed. If the new behavior is different from the original report, create a new report rather than treating it as a reopen.

Troubleshooting

• Symptom: I don’t see a “Mark as not done” button on a Done item I reported. Fix: That action is no longer part of the current workflow. Reply in the related Atender Support conversation, or submit a new report.

• Symptom: I can’t find the original Issue or support thread. Fix: Submit a new report and include as much context as possible, including that the problem was previously marked Done.

• Symptom: I replied, but the item still shows as Done. Fix: Replies do not move old feedback items back into an earlier status. The team will handle your update through the current Issues workflow.

See also

• What is User Feedback
• Triage and manage feedback