Closing Tickets - Billing / re-billing issue

[CCSNET]

we have updated our system from the default so that we have a 4th ticket status "Billed"

and have built our billing around it.

problem is if a customer replies to a Billed Ticket, it re-opens, which potentially could cause issues (duplicate billing etc...)

so i have changed the system to not update the status, this appears to be working well.

now of course the problem is a customer contacts 3 days after we have closed a ticket (but not billed) saying he replied saying the problem wasn't fixed. but of course we didn't see it (because the status isn't updated)

is there any way of setting the status to update if the ticket isn't billed but if it is, start a new ticket (preferably "linking" to the old one)

if this doesn't make sense, or you can think of a better way please let me know

[craigbrass]

Not out of the box, no.