After you access a specific ticket, you will see the following icons towards the top of the page:
![](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/42021726782/original/EyjAVsYE2U3p56YFDAdVB6016z6b6qExHg.png?1558452807)
The first icon (arrow pointing left) allows you to reply to the ticket. If the ticket is resolved/closed, this action will reopen it.
The second icon (circle with check) can be used to close a ticket.
The third icon (person with plus sign) can be used to add or remove CCs for the ticket.