Right now you can turn on emails for creating tickets and adding notes. I would like it so that you can separate the two options, so they have to go into the help desk to create a ticket but can reply to a ticket email to add a note.
What version are you on? This is working on 12.5.1
As long as your clients do not alter the subject of the reply email, you should have no issues.
I have not been able to get this feature to work either, is using gmail a problem?
Thanks,
Bill
