Dear Alexander, simply search for the ticket via the search-feature. The open the ticket you want to reopen and choose "contact customer (phone)" on the right hand side. There you can leave a note, e.g. and set the "Next ticket state". After submitting your changes the ticket has the ticket state you have chosen via "Next ticket state". Done ! Have a nice day Chriss Alexander Kardailsky wrote:

Dear otrs,

How do agent can change current state for a ticket? Some emails closed by spam filter by mistake and I need to reopen them. Thanks.