We have a ticket that got moved to Close // done, and it needed to be reopened. It's marked as "Queued" but the done status is persisting, and we can't seem to get rid of it. Do we need to open a fresh ticket? Or is there a way to clear that done status?
With Done I assume you mean the text next to the Status? meaning the Resolution.
That's something you can't clear in the UI that easily unless you add a workaround.
Normally you would add a postfunction on the transition out of Closed where you Clear the Resolution. (and that transition you might want to limit to maybe an Incident Manager)
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By "Done" status I would assume that you are talking about the resolution. The easiest way to clear it is to create an automation that sets the resolution to none, and you need to update your workflow so that when you move out of the Closed status, that you are also setting the resolution to none as part of the post function for that transition.
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