We have a special use case to cover which is as below :
Base on that the scenario is manage by using an External email plugin which offer more parsing advance option and email handling feature
At customer side
At Agent side
How the customer can add a comment to the ticket, can he simply reply to the notification email he receive ?
How to configure the notification email which is send in order that the Subject contains the ticket ID and customer can reply to the notification in order the the answer gets added to ticket comment ?
thanks for clarification
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