If I understand the documentation right, you can prevent the user’s answer from re-opening the ticket but you cannot prevent it from opening a new ticket.
Which means the configuration choices are either
users can re-open the ticket with their answer
or
users can create a new ticket with their answer, without touching the original
but there is no
further answers to a ticket are just ignored and cause no action anywhere
Please correct me if I’m wrong, option 3 is the one I am specifically looking for.
I understand the original question is answered in a strict sense as the ticket is indeed not re-opened. But in my opinion the answer triggering a new ticket is a form of re-opening the previous ticket, since it generates a ticket the agent still has to deal with.