Hi Grizly,Good practice when working with incident ticket is that when the support agent solves an issue, the ticket is placed for a short time in a "Resolved" state, before finally placing it in the "Closed" state.The reason for this, is that issue may have been solved, but only temporarily. If the same issue returns, then the customer (I know I would), would argue that the issue hadn't actually been resolved and the case should be reopened. By allowing a "Resolved" ticket to be reopened, all the previous troubleshooting and communications on the issue can be seen easily, and the same agent can keep working on the ticket.In terms of tracking KPIs of support agents, managers can see what issues are being reopened often, and if a particular agent might need .. "retraining" if they are having a disproporationate level of reopended cases.If the customer doesn't re-open the case after a set a time, we can assume the issue to be completely resovled, and the ticket can be placed in a non-reopenable "Closed" state.This practice also stops the customer from re-using a ticket for many different issues.(It's also a pain in the ass when a customer replies "thank you!" to a resolved ticket and makes a mess of my nice clean metrics. ;-) )Cheers,Alex