Can I ask if its possible to have an email notification or pop-up to the user of WHD which regards to remind about the open, pending and close tickets?
You can set email alerts under the Priority Type & Alerts section under Settings. You can also create an Action Rule to set the priority of call to a specific type when the status is changed, ie if status is "Awaiting Reply" set priority to "On Hold" with "On Hold" set to send client reminder after 16 business Hrs with an Alert Repeat set 1 month (only sends the reminder out once if you have the status set to auto close after >30 days)
Hope this helps.
