Dbaker

I would just like to see an option/setting to control "Replies to solved tickets will reopen tickets" - yes or no checkbox.  We use Spiceworks for internal IT tickets and that is exactly how they handle it - an we have it set to not reopen tickets on replies due to the Thank you situation or other out of office messages, etc. 

I am most worried about the reopens affecting our SLAs - would hate for a Thank You reply reopen to affect our SLA reporting that we must deliver to customers.