Before I even think about taking this on, Jeremy and Brandon, I was hoping for some clarification on how and when the base Support module changes status/state. From my limited use of Support, it seems that when an admin responds to a New ticket, the status automatically changes to Active. Are there any additional status changes that automatically happen? For example, will a user reply to a New ticket change the state? Will a user/admin reply to a Pending ticket change the state?

(By "user" I mean the ticket creator, by admin I mean anyone other than the ticket creator who is able to edit the ticket. And I'm making the assumption that the person updating the ticket can't or doesn't manually change the status.)