Luke Anderson

The big issue here for us is when measuring our SLAs.  A Sev 2 ticket is solved within the expected 8 hours, but then 12 hours later the customer replies to the email and says Thanks.  Now the final ticket solution is happening after the SLA.  Am I missing some easy way around this?

If not, might it make sense to just make configurable what happens when a customer replies to a Solved ticket?  For instance, I'd be happy just having those go to Suspended.  Other people might worry about missing real issues, but I think this would still be preferable, and different companies could configure it however they wanted.