A different set of options are provided by the Manage this question screen when the question is closed.
When a question is closed, the summary at the top of the screen shows the question, and answer (but only if it has been provided to the client through RefTracker), with the status as closed.

The options provided for closed questions can be:

I’d like more information – which allows the client to send a message that reopens the question. Your system administrator can control whether clients can reopen questions using the “Allow reopen by client” parameter in the Edit options, Other options page of the Request form design.
I want to view the Correspondence history – which shows the messages that have gone back and forth between our service and the client – the same things that this function shows for open questions. Click here for more details.
Delete my contact details – which allows the client to remove their contact details from the closed question (if your organisation offers this option). The question will not be deleted as it might have a response that could be reused by staff, but all the client’s primary identifying contact details will be removed so that there is no longer any evidence as to who asked the question, and the Response method is set to “No response required”. Primary identifying contact details include things like Name, phone, email address, address, and IP address details. They do not include things like Client location, browser name, device type, State or user defined client fields that might be important for statistical purposes. Clients may want to remove their contact details for privacy reasons, especially if they have been looking at the View all my Questions screen. Note that clients cannot reopen the question once they have removed their client details, and the question will no longer appear in their View all my questions list. System administrators can prevent this option from showing in this screen by changing parameter 6.12 to any value other than “Presumed”.
I want to provide feedback on this service – which, if allowed by the Request form design, allows clients to provide a rating and comment about the service they received.

I’d like more information (reopen)

When the client chooses “I’d like more information”, they are presented with a screen that allows them to enter some instructions related to the additional information that they need, and add any attachments they might need to add. When they click on Submit the system will check the Request form’s parameter as to whether the allocated staff member, or an available staff member, should be allocated the question, or whether it should be placed into the unallocated pool. It will also check what these settings mean for who should be sent an email advising that this question has been reopened.

The client also receives an email confirming that the question has been reopened.

The Target date for the question is reset as if this was a new question.

Email to client confirming reopen

This is an example of the reopen confirmation email sent to the client.

Email advising the staff member that more work has been requested

Here is an example of the email received by the allocated staff member (usually still the one who provided the response) advising them of the clients request to reopen the question. Note that it provides appropriate links to go directly to the question so they can provide the additional information, or even QuickClose (Close without client contact) the request if the client simply sent a note of thanks.

Delete my contact details

With clients able to see previously submitted questions via the View all my questions screen, they may well want to be able to remove a question from that list. This important privacy feature is provided through an additional option in the “Manage this question” screen – “Delete my details from this request (such as for privacy reasons)”.

This option only appears for closed questions and it only appears if your System administrator has set parameter 6.12 to anything other than “Presumed”.

When the client clicks Submit after selecting this function, it provides a message at the top of the “View all my questions” screen confirming that the client’s details have been removed, and appropriately, the “View all my questions” screen no longer shows that question. The question has been retained, but the client’s contact details (all identifying data such as name, phone, email, IP, etc.) have all been removed, and the question’s response method has been set to “No response required”, as the client can no longer be contacted. Of course this also means the client can no longer reopen the question. The History screen records which fields data was removed from, and clearly identifies that it was done by the client.

I want to provide feedback on this service

This function allows clients to provide (or change) a rating and comment in relation to the service that received for this question.

When clients provide a rating or comment, their feedback is saved to the record for that question and made available for immediate reporting. The client will be shown a thank you screen.

System administrators can report on these values, and can determine who will be sent an email when comments are received (as the comment might warrant reopening of the question). When a rating is provided without a comment, an email is not sent. System administrators can decide to whom these emails go to, and who can see the comments in RefTracker screens.

Providing an evaluation does not reopen the question.