I've seen this around and curious if this would be a work around
1.Set automated close to
72hrs when marked resolved
2.
Turn off incident reopened if end user replies
check- Alert Notify Technician by email when there is a new reply from requester
If incident marked resolved status will the tech still get the notification?
Can a business rule be created if body contains "
Thank you" close ticket on resolved incidents?
This would mean it would auto close in 72hrs, allow the end user to
close themselves, a reply would just be sent to the technician and they can decide if it needs to be reopened and if a user replies just thank you automatically close tickets based on a business rule