No Closed Tickets

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

I want to be able to update tickets, even if I haven't heard back from my user after 28 days.  Creating a follow-up ticket will be cumbersome for reporting purposes, and the only other option is to keep the ticket on Hold

What problem do you see this solving? (1-2 sentences) 

We anticipate that our new tickets may need to remain open for more than 28 days after the last contact.  For reporting purposes, we want all of the data on a single ticket, not on followup tickets.  

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

This request is for a new instance that we are setting up, however, we believe there will be a lot of tickets that are closed prematurely.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

The workaround would be to leave everything “On-hold”.  However, we will also need a trigger/automation that moves from Solved to On-hold to prevent these tickets from being closed.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

The ideal solution would be to disable the automation that closes the ticket after X hours.

However, other options would be a way to re-open closed tickets, or another status category that allows us to identify the tickets as closed, while they remain open.