#1You can set the Closed ticket status to be non-reopenable (Admin Panel > Manage > Lists > Ticket Statuses > Closed > click name > Item Properties > disable Allow reopen). That way when the case is closed and the user replies in the same ticket it will open a new ticket and not attach to the old ticket.#2Certainly! You can edit the User's reply (drop down arrow on the reply), take out what doesn't pertain to the ticket, save the reply and open a new ticket (or multiple tickets) on the User's behalf with the data you extracted.