Revise Voicemail (VM) Ticket Auto-Ignore Logic

Currently, when voicemail (VM) emails are assigned to agents, agents frequently close the tickets without sending a reply because the email originates from a system notification rather than a direct customer. However, the system is designed to automatically set the ticket status to "Ignored" if an agent closes the ticket without formally acknowledging or replying to it.

This creates significant friction and inaccurate reporting because:

False "Ignored" Status: Tickets closed without a direct reply are flagged as ignored, skewing metrics and reporting on agent responsiveness.

Workflow Mismatch: For internal or system-generated VM emails, a formal reply back to the source is often unnecessary.

Proposed Solution / Desired Behavior
We would like to either remove or modify this auto-ignore restriction for VM/internal emails. Depending on what is technically feasible for the platform, please consider one of the following approaches:

Option A (Exemption Rule): Allow administrators to configure specific channels, ticket types (such as Voicemail), or sender domains (e.g., internal company emails) to be exempt from the mandatory acknowledgement/reply requirement before closure.

Option B (Customizable Status on Closure): Allow agents to select a specific closure reason or custom status (e.g., "Resolved - Internal/VM", "Closed - No Action Required") rather than defaulting unreplied tickets to "Ignored".

Option C (Manual/Flexible Acknowledgement): Decouple the "Ignored" status trigger from the absence of a reply, allowing agents to explicitly "Acknowledge" a ticket with a single click without being forced to draft an outbound email.