Customer Portal - Reopen Ticket

Dear Support,

we want to use Jira Service Desk for our agents, but something important ist mossing, maybe I did not find the right answers yes:

1.) MANDATORY: tickets shall be reopened, if the ticket is closed / resolved and the customers adds a new comment in the customer portal
2.) would be good: customers should be able to close a ticket in the portal
3.) IMPORTANT: We want to have prepared answers that we can use to anser tickets with prepared text tempates – this is tracked via https://jira.atlassian.com/browse/JSD-631.

Thank you for your answer.

I was looging e.g. for the answer for question 1 for many hours without success.

We have installed the latest version of jira service desk on our server.

br
Markus Häusler