Good day!
I'm having an issue with adding replies to customers to ticket notes. Goes as follows:
When I reply from email (not reply to customer from JSM) my reply isn't added to JSM ticket notes, although if customer replies to it - it gets added.
Example:
1) User sends email "subj: service1down" "message: service1down" to support@support.com
2.1) Email is in inbox of support@support.com
2.2) Ticket service1down is created in JSM
3) I reply from email support@support.com "subj: service1down" "message: willfixservice1" to
4) Customer gets email from #3 above and replies with "subj: service1down" "message: pleasedo"
5.1) Email is in inbox of support@support.com
5.2) Note "pleasedo" is added to ticket service1down in JSM
6) ticket service1down in JSM now has initial description of problem from #1 and a comment from user from #4. But no comment from #3.
Now we would want to reply to customers via email not via JSM and see the replies from our side in ticket notes.
Can it be configured that way?
