We have customers who enjoy using the back and forth feature of email/help center for tickets. But we close the requests once work is completed and the customer can re-open by simply replying to ticket. 

The problem we have is we get customers that get confused/upset when they see their tickets closed.

We would like the ability to change the status text to anything we would like and set fall backs based on them.

So instead of CLOSED, we would like to set tickets to ANSWERED. Then after a defined number of days, set the ticket to RESOLVED or CLOSED depending on what we want the customer to see in their help center.

Example of what I am talking about:

Thanks!