I opened a service ticket for one of the phones on my account which is not working at all.
The phone in question is for my inlaws who are on the east coast while I am on the west coast, so I have replied to the ticket with a delay. The phone still has no service and today when I went to add a message to the ticket I found that the ticket has been closed, presumably because I have been replying with too long of a delay due to not having the phone in my own hands.
I’ve always read here that it’s best not to open a new ticket because that will put you to the back of the line. However, even though the website still shows the option to add a comment to the existing closed ticket, today when I typed a message and clicked the “submit your response” button my message did not get added to the ticket.
So here’s my question: Do I need to open a new ticket?