Making a closed ticket active

And, again, we want an effective way for a user to reopen (make active again) a ticket. So as soon as the user or an admin creates a comment for a ticket that is in the "closed" status, the ticket status is changed to "Active." Ticket status is extremely important because it lets us know what tickets we need to monitor or respond to. The list of tickets on the site are sorted from most recent comment to least recent comment--but also they are grouped so that those with Active status appear before those with Closed status. This rule assures us that if a user returns and comments on a closed ticket, the status on that ticket will get changed to active and the ticket thus moved back to the group of active tickets at the top of our list.