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As I understand, ticket assignee, reporter and requested participant can reply to the ticket notification via email and that is added as a public comment to the ticket. Which in turn send update notifications to others. So everyone is updated.
I am debating pros and cons of Service Desk Agents relying on emails instead of using JSD interface for customer response.
Pros:
Cons:
Appreciate comment on this so that I can update my best practices list.