Thank you for your kind response. I'll explain the issue here:
I'm looking to add the "Pending Status" for tickets. I saw (this mod) but chose not to install it because I did not want pending messages to automatically close after 5 days.
Instead, I installed (this mod) but it has a few bugs, namely:
1) When I respond to a ticket that has a "pending" status and close it upon responding, the ticket disappears from the system entirely because it gets simultaneously marked as closed and pending and therefore shows up in neither list.
2) When a customer responds to a ticket in the "pending" status, it simply stays in "pending" instead of returning to "open" status to indicate that it has been updated.
3) When there are no open tickets, all the messages in pending status mysteriously disappear until a new open ticket shows up.
So, in essence, I'd love to pay someone to fix this mod so it works flawlessly.
Then, another feature I'd love to integrate in our system is to have the tickets be sorted by date of latest update on the ticket instead of the date of the creation of the ticket.
Any help would be much appreciated!