Opening a ticket (by tapping its row) opens its drawer with the **Description** you wrote when creating it and a **Conversation** section: the two-way thread with your provider's team, where staff replies show up **highlighted** (with a colored border) to tell them apart from yours. 1. Read the **Description** and the **Conversation** thread. 2. To reply, write in the **"Write a reply…"** box and tap **Reply**. 3. When you want to call it done, tap **"Close ticket"**. **Result:** tapping "Close ticket", the Platform asks you to confirm ("Are you sure you want to close this ticket? You won't be able to reopen it.") because, once closed, it can't be reopened. > **Important — Closing a ticket is irreversible** > > Only confirm it once the case is genuinely resolved for you. If you need to pick it back up later, you'll > have to open a new ticket — a closed one isn't reopened.