At the moment, if any customer responses to any ticket even it is solved, tickets reopen. what if we want that ticket should be in solve status if customer response can after 3 days of solving the ticket. And, helpdesk creates a new ticket and link it with the previous one. If the response from customer is within 3 days, it should reopen the ticket.
Note: Number of days should be customizable to that we can set it as per our need.