disable automatic re-opening a ticket by requestor
When we change the status of a request from "open" to "resolved", our users receive a notification.
When they reply to this notification, the request is automatically reverted to "open" status.
Most of the time, our users only reply with "thank you" or anything like that.
Is there a way this reply can be added to the request but the "resolved" state is kept?
As far as I know, the setting is only about a "closed" request under the "General/Self-Service Portal Settings" list.
We currently use SD+ build 9017.