"This ticket was reopened, so the rating can't be disputed yet"

If a customer replies after a bad rating and the ticket reopens, you're still working on it, so Dispute waits and doesn't message you about it.

What happens next

Once you solve the ticket again, the rating becomes disputable, with new dates. If the customer changed their rating to good in the meantime, it drops out.

💡If your team's tickets never lock, this doesn't apply: the clock starts when the customer rates, whatever the ticket's status.