thanks @Steve Giller, so when its in resolved state (awaiting auto closure), user replies and it updates the incident/request with the users response and it also emails the analyst with the response - however there is nothing within our BP for reopening this call (which is fine).
Would it be possible, somehow, to get this same email that goes to analyst to stay in the shared mailbox for our service desk to check and do any reopening of the call or for them to also be emailed?