We understand there may be situations that might require customers to want to reopen a ticket that was previously closed. Closed tickets are shown in the Rancher customer support portal with a status of "Solved".
For accurate auditing and the protection of both the support provider and its customers, tickets once closed do not lend themselves to be opened again. This is an immutable best practice policy enforced by the software system that powers Rancher Support.
It is however very easy to create a follow-up to a closed ticket by clicking on the create a follow-up link in the detail view screen of the closed ticket. See screenshots below. Doing so will maintain a reference to the closed ticket in the new one for continuity benefits.