Many Zabbix users ask for smart Ticketing Practices like ability to reopen RESOLVED ticket and update tickets.
ITSM tools have feasibility for TTL kind behaviour for RESOLVED tickets for which status changes to CLOSED after the TTL defined time for wich we cannot reopen it. But, when its in RESOLVED state it has feasibility to reopen ticket.

Many problems in zabbix like CPU>70%, CPU>80% and CPU>90% where of each problem triggers sequentially with a gap of say 1hr then 3 individual tickets are created in ITSM tool.. Similarly, say if one interface goes down and resolves and likewise happens 3-4 times a day everytime new tickets are created instead we can reopen the same ticket.