"Since you didn't reply" - support ticket reply error

I've twice gotten "since you did not reply we will close this ticket" letters recently from support tickets that were solution-provided ages ago and which I sent a thank you note to (I could swear I did at least...ugh...I am pretty sure!)

I feel bad because I don't want them to think I wasn't appreciative or happy about the solutions or that I ignored their work or reply. Short of note carding them, (to say, thanks, I did do the solution), I don't know how to correct that.

I do realise that it's probably not a big deal to them, just one of 1000 tickets a day they closed out.

Still - I am pretty sure I sent reply/thank you but maybe it got eaten by the webs, so it's a shame. Has anyone else gotten replies like that when in fact they did go take the solution and sent a thank you? Gotten a "since you never replied" letter a month or two afterward?

Just wondering - and also is there a JIRA like this:

[I would like a checkmark at the bottom of "solution provided" ticket responses, that the resident could either checkmark "thanks, will do" or "need more help/info" or "not the reply I wanted but thank you anyway" type of thing.]

Yes you can hit reply but that re opens the ticket an makes more work for them. I'd like to be able to just hit a checkmark to let them know I read it and will go carry out the solution but not to re open and add to the pile of papers on their virtual desk. What do you think about a JIRA on a way to thank support tickets/etc. w/out re opening it.

thanks

Hey Clarissa... I had this happen once a while back. What happened was I replied via email that everything was groovy, but I didn't log in to the support system and actually close the ticket myself. Since then, I've always done that and haven't gotten the funny message anymore. I think even if the Lindens mark it finished, if you don't close it out yourself, it hangs out for a while

Ya... but I just assumed I failed to close it properly or something and I kinda felt bad about it

I have to close it?

Oh.

I guess I thought solution provided/closed were the same thing. Oops. :/