Lukas Fittl

+1 on this problem - we've just had two subsequent cases of this, and wouldn't we have checked some reporting for bad satisfication ratings (with comments! because why would we close a ticket right away?) we wouldn't have noticed.

At the very least there should be an option to *not* have the email itself include the "close this ticket" links (thus causing this auto-closing behavior). The web page already has that action button to close the ticket, and presumably if the problem is solved, customers would first want to actually read the knowledge base article.