The argument might be made, that this is a problem with many (most?) ticket management systems.
How difficult would it be to design a mechanism that facilitates humans being nice to each other, rather than making humans emulate emotionless robots?
Even for other reasons, why should a comment automatically reopen a ticket? Maybe you just found some addtional details you want to record for future reference but which don't need any additional action right now.
The argument might be made, that this is a problem with many (most?) ticket management systems.
How difficult would it be to design a mechanism that facilitates humans being nice to each other, rather than making humans emulate emotionless robots?
Even for other reasons, why should a comment automatically reopen a ticket? Maybe you just found some addtional details you want to record for future reference but which don't need any additional action right now.
I'd think that the "thank you" gives finality that both parties agree it's closed.