If someone submits a help ticket or one of our support team takes a call and opens a ticket. Once the issue has been resolved is there a way to email the user within the module (html email template)?
Thanks,
Lewis

When you enter a comment and click the "insert and Email" it will always email the Requester no matter what Status the Ticket is in.

There is no "proscribed workflow" in the program. Setting a ticket to "Resolved" is just a flag to allow you to sort the Tickets.