Hello,

There currently is not a variable for 'Resolution' but have you considered using Custom Fields? You could Crate a custom field named 'UserResolutionResponse' (or whatever you want) and set the setting for 'Required for Agents to close tickets' in the template (instead of a resolution) and just include the custom field in the email?

 

This definitely a required featured, the work around above is a start but most agents will just use the stock fields supplied. Would the resolution field thus be blown away altogether?