ReOpen the request always.
	Reopen the same request within 12345678910 days from closed time. Else, create as a new request.
	Append the reply as conversation to the request and notify technician.
	Create as a new request.

What we would like is the option to enable so if a technician closes a ticket, and a requester responds, that it will append the reply as a conversation if the requester replies within 1 day of the ticket closure. If the requester sends a response AFTER 1 day, a new ticket is created. Currently, that is a bit backwards from what SD+ currently has.

For example: A requester has an issue with his or her PC so they open a ticket to our Support Desk. The Support Desk member works, the ticket, fixes the requester's issue, and closes the ticket. The requester then, may respond with something like "Thanks!". 

We do not want this to ReOpen the request, we would like the request to remain closed, unless the requester responds after a set time frame. 

The option we need is a combination of what's already there, " Append the reply as conversation to the request and notify technician within [X] days from closed time, else create a new request."

Best Regards,

Evan Soll