I had same "problem" some time ago as you have right now.I wanted to make sure that customers were happy with the tickets, but at the same time I did not want tickets piling up in Open queue. To make this work I made these changes:Created new ticket status:Answered (on reply re-open, I wanted to make sure when a customer replies to an answered ticket, so it does not create a new ticket instead)Made changes in the source code to say that on the Customers side Answered ticket shows up as Open ticket, then I added little button to ticket form, named - Close Ticket, once pressed a dialog box appears asking - are you sure? If you press yes, then it literally closes the ticket with status Closed.To achieve this, you should edit include/client/view.inc.php, with something like this: <?php if (!$ticket->isClosed() || $ticket->isReopenable()) { ?><a class="btn btn-warning pull-right" style="margin-right: 10px;" href="tickets.php?id=<?php echo $ticket->getId(); ?>&action=close"; onclick="return confirm('Are you sure?')";> Close Ticket </button></a><?php } ?>Hardest part is probably making "Answered" tickets show up in the customers ticket queue, as the underlying status in the database is Closed (with possibility of re-open) alas, I do not remember what I did to fix it (blush) :) If you do not fix this, all of your answered tickets would end up in Customers side Closed queue.Doing all of this what you get:Thousands of tickets with Answered status in Closed queue, if customer is not happy and reply to the ticket - it is then reopened, if customer is happy - well, it closes the ticket :)