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Guidelines to reopen your Case if needed

Knowledge Article Number 000176703
Description In Salesforce Support our goal is work with you and resolve your case as quickly and efficiently as possible. When a Case is resolved we will ask for your consent before closing the Case, we want to be certain the solution provided truly works for you.

There may be instances however where we haven't been able to reach you and where we have closed your Case. A closed Case will always be visible in the Portal and can easily be reopened within 10 business days, if needed. Here are the general guidelines a Salesforce Support representative will follow.
  • We will make 3 attempts over 3 days to contact you regarding your Case.
  • If no response is received we will generally close the Case.
  • If we receive an OoO (Out of Office) response however we will keep the Case open for up to 2 weeks.
  • If the OoO is for more than 2 weeks we will close the Case and ask that you create a new Case if needed.

 
Resolution
If your Case has been closed without your consent you can re-open within 10 business days if necessary. 
  • Go to the Help & Training Portal and click on the Case in question.
  • You will see public comments for each communication attempt and on the reason for closure.
  • To reopen simply add a new comment that you want to reopen the Case, we're happy to help!
Also if your Case has been closed with your consent and your issue returns you can re-open within 10 business days, if necessary.
  • Go to the Help & Training Portal and click on the Case in question.
  • You will see public comments for each communication attempt and on the reason for closure.
  • To reopen simply add a new comment that you want to reopen the Case, we're happy to help!
Beyond 10 business days, please open a new case.




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