Stopping the reopening of tickets after ticket marked "solved" by email response

Request for replying to a closed ticket to not re-open the solved ticket, maybe by the use of a toggle in the admin center to have the ability to choose if this feature works for companies' use cases or not. The current feature affects our agents and admins by forcing them to re-work, sort, and create new tickets for new issues. OR request to give agents and admins the ability to change the timeframe in which a ticket is marked as "archived" to prevent this from reopening solved tickets. 

Enabling this functionality would solve agents having to reclose previously solved tickets, lessen the rework load, and increase time to be able to work on tickets by not taking time to ask users to create a new ticket or create one on their behalf 

This lack of functionality affects our agents every day. It increases our SLAs to deliver to the requester and reflects on the reports. Because of this, it leaves department heads who might not have the knowledge base or capacity to fully comprehend the ins & outs of why this is happening and why the SLAs reflect longer than the agreed upon. 

The workaround that was tested was creating a trigger that would not reopen the ticket but the issue with the workaround is- if a customer replies and says "thank you" but also provides more context about the issue or the issue happening again, that communication is lost. Leaving the customer without help and possibly unable to work. Sure, you can train 50-100 users to use the right method. However, we are a fast-paced call center and when our agents need assistance, they need it now and will resort to the fastest option, which is replying to an old email about a previous problem. 

The ideal solution would be what was mentioned above. The toggle in the admin center, so users have the option to keep the native function as it is now, or to turn it off. OR- the ability to change the timeframe/date range in which a ticket is marked "archived"