This came up for me when a Chat question had been closed, and on review, I wanted to re-open it and assign it to a unit for follow-up.
The only way I found that worked was by sending a message to the patron marked as "Send as Answer". This moved the record (Status) from closed to answered (back in the active section). So what I did was changed the patron email from what was listed (saving that information) to my own email address, sending a message to myself, this then changed the status of the record from closed to answered, then I changed the patron email address back to the original patron. It is a round about way, but it worked. Please note, if you change the patron email address you will be creating a new QP ID for the record so please write down the QP IDs and the original patron email address. Once the email address is reset back to that of the patron's you can go ahead and assign to the needed department.-Scott Marsalis