Tom Shaddock

This needs be available via the Manage Subscription section - we can increase the seats but not decrease them without going through one of your support reps, smells very fishy to me.

Completely agree - the ability to reopen closed tickets will allow us to correct data issues with these tickets, like assigning the correct organisation to tickets. Some of ours didn't have an organisation assigned to them, were completed and closed but now lie as outliers in reports. We're now completely unable to correct this data due to them being closed.

Especially changes like changing the organization if it was not assigned correctly.

Totally agree here with this point - its a bit of a nightmare you cannot assign an organisation to a user for a ticket that's already been marked closed, there's no ability to clean up any old data if the organisation wasn't assigned to a user at the time of ticket closure. This is resulting in wrong reporting metrics now sadly :(

If the UI made this clear this is a restriction that would at least be a start - to me it just looked like a bug and took a little while to figure out what was going on here and why the organisations weren't being applied and why stuff was missing in the Explore reports.