We are utilizing the out of box email listeners using the EWS protocol. 2016.1 on-premise
Once we are done with an incident it gets marked as "Resolved" and then a workflow marks the incident as "Closed" after X days if there is no further correspondence from the customer. If we receive a response to the resolved incident within the defined threshold the case is set to active and the owner is notified.
We are curious to see if anyone has had success with ignoring "Thank You" responses in a scenario that I've described. We would like to reduce any false positives on any re-activation's if possible. .