[rt-users] Users replying to "resolved" ticket notifications re-opens ticket

[Matt Nichols]

Hello,

 

When a ticket is resolved and the user receives an email notification
stating that their ticket was resolved the user will often send a reply
either saying "thanks" or something to that effect which adds it as a
correspondence to the ticket (good) but also sets the ticket from
resolved back to 'open (not good, extra work for us to go close the
ticket again since it wasn't the users intention to open the issue back
up with their reply.) Any ideas for a solution to this? 

 

-Matt

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