Actually, I understood what you meant.
Why I asked you such question, since you have to define, how do you give this password from the system to your customer who will open the ticket and then enter back this password on the open ticket form?
About the topic I mentioned, it used the similar way.
There must be a mechanism to send this password by email to your customer based on the ticket they submit (and it still has a "delayed" status until this password enter).
So, I think the best idea is providing your customer the URL that including with the password in the URL, such as:
h++p://www.yourhelpdesk.com/open.php?password=ABRAKADABRA
Thus, your customer do not need to go back to the open ticket form and enter this password. You have to reconsider if this open ticket form are closed incidentally while your customer waiting this password sent to your customer's email.
Sincerely,
Masino Sinaga
