My clients are currently using a web widget to create tickets which is working great. Now that a higher quantity of tickets is coming through my support desk, i am starting to have to manage them better with my team.
At the moment if i respond to a ticket and then the client gets their email notification, they're trying to reply to that ticket directly by replying to the email. Is there a way to turn this feature on?
Not sure which system are you using, but if this is Jira then yes.. there are many options of configuring email (OOTB and with addons) to achieve updating tickets via that channel. Basic configuration requires setting up Incoming Email (done via POP or IMAP).
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