@TMayton @ThiagoF The functionality of moving a ticket to an archive pipeline after X # of days is pretty easy. Extending that to include the functionality to create a new ticket if a customer response is received to an archived ticket is not difficult at all. I built this functionality previously and I think anyone with a good understanding of the workflow process would be able to implement such a thing. The only real concern would be making sure that you preserve any reporting that might be dependent on the original pipeline.