The way the system is currently set up means that when a user replies to say thank you or to report that the Call has not been resolved, the call will show up in the Analyst's Calls Outstanding field. This means that we have to reclose the calls that just say Thank you, which can obscure calls that have been reopened because the issue reported is still occurring.

Would it be possible to have a MMA link to put in a user's email that allows them to click and reopen the call if it's still happening? This means that the user can specifically tell us if the issue is still occurring, and reopen the Call in the process.