Dkmedia Killowatt

I am not a zendesk user but I have a little suggestion to solve this problem 

 

what about if you lock the closed tickets , only support agents can change the closed ticket status back to "Opened" status 

flowchart:

1.customer opens a new ticket 

2. support operator answers all the questions - operator set the ticket status to resolved status 

3.customer wanted to thank the operator , customer sends a thank you message via email (since the ticket is already in resolved status it doesn't get reopened but agent can see the thank you message