1. We have several ticket status types (ex: WIP) that stop the timer and are considered 'in progress'. These are used to manage a ticket through its lifecycle (ex: Open -> WIP -> Pending Vendor -> Closed) without negatively impacting a SLA target. When an user responds back to a ticket in this type of state - is the expected behaviour to have it switch the status back to OPEN? If so, is it possible to override this?

2. We had an instance today when a ticket that was in WIP was reopened from an user response. This also unexpectedly triggered a RE-OPENED notification to the tech (when a ticket is in closed state and an user replies back). Not sure why the system thought the ticket was closed. The history of the ticket did not show it being in a closed state: