Is there any way to give the user the option to reopen their ticket when responding to a Resolution Posted email instead of an automatic reopen? We are finding that we are spending a fair bit of time re-resolving tickets that users have replied back with 'Thanks'. Giving the user the option to reopen or not would save a lot of time.
Maybe it can run along the same lines as PO approvals - "Thanks" button and "reopen" button?
Open to suggestions. I've already re-resolved a half dozen solutions this morning.