This is the same messaging system we use with customers at work. If you update your ticket they will reopen it for X amount of Days/hours. Our System is set to "closed" tickets in 10 days (not business days) if we don't get a response from the customer, it does not close the ticket until we actually have the problem solved, it just moves it to  another  ticket queue, like for Service Releases or System updates.

I get the same thing with my hosting company. I never let them close a ticket till I am happy with the results.

Poserverse The New Home for NYGUY's Freebies