Behavior when status becomes "resolved" on a messaging ticket

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

If the status is "resolved" on a messaging ticket, we would also like to be able to set the status so that end users cannot continue to inquire.
The agent may not be able to respond, and the end-user will mistakenly believe that they will get an answer if they inquire.

What problem do you see this solving? (1-2 sentences) 

We believe that there is no need to panic the agents and give the end-users a quality response.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

The only time we have been affected is recently and only occasionally.
Although not frequent, we do not like the situation where the end-user is in charge of deciding whether to continue or terminate the support.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

Unfortunately, no workaround has been found.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

If the end user continues to inquire, have the "transfer to agent" flow implemented again from the beginning.

 

Thanks.