Add reply to customer from email client to notes

Ivan Povalyaev
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March 6, 2024

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? 

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