Tickets cannot be updated when its closed with "allowreopen" false ... to me the behavior should be that the ticket is updated but not state is not changed. What happens now and its pretty dam annoying a new ticket is created example "RE: Change password of extensions " most times the user is just saying thank you ... and every time they respond it goes into that new ticket.In my mind either 2 things should happen #1 the closed ticket gets updated but the user nor agent is alerted. #2 The user gets a response the ticket is closed and cant be updated and its rejected.