Tickets Status change

[rma]

Let's illustratie a simple bussinescase:

a. when client sents a new ticket, the ticket status will be OPEN
b. when we working on a ticket the status will be INVESTIGATION
c. when asking clients formore information ticket status will be PENDING
d. when user doesn't respond within 72 hours the ticket will be closed

BUT

e. when a client replies (status before replying: PENDING ) the status must be INVESTIGATION

that's work in this scenerio

BUT another situation will be that ticket status is CLOSED replyen on thatticket should not changing to INVESTIGATION but to REOPEN
(for example)

so it should be nice to change which status kan be another status