I think that the default behaviour in SM is that after a ticket is Resolved, if a reply from the customer is then received the following happens : the ticket is updated, the last updated field changes from the analyst who resolved it to System and it goes to the top of the request list, the idea being that if you are managing the queue this would highlight to you the need for action.
Automatic reopening has been requested by one team. I get that there is a downside to this (if someone replies to say thank you then the ticket is reopened) but it's clearer that it needs action. I've seen a workaround suggesting a sub-status for a pending resolution but that sounds as though it's forcing the concept of resolution.
Assuming that I'm right, that it is not straightforward to set HSM to do this, then the workaround seems to be making it clear to analysts that there is something they need to attend to. Any notifications issued seem to me to go to the person who resolved the ticket but what is to say they aren't now on holiday ?
So, can we set HSM/the workflow so that notifications of emailed updates to resolved tickets go to the team responsible, not the individual ? And what notification setting ensures that such updates are notified in the first place, even if only to the person who resolved the ticket.
The team in question want to work with open tickets ignoring resolved tickets, so need a way of being clear when resolved tickets need attention. I will have another go at talking them through the default behaviour, but are there other options I can add in line with my suggestions ?