Hi, I please need some guidance on this.
Is it possible for service desk agents to reply to tickets via email and add a comment to the ticket, without having to login to update the ticket?
The agent receives a ticket notification from this address: firstname.lastname@example.org
They would like to reply on this email which ideally should post a comment on the ticket, and in turn notify the customer.
I couldn't really see on the support forum if there was a solution.
Thanks in advance.
To follow up on this. So when an agent responds to the agent notification email, a comment is not added.
Is this possible?
Not sure how to check the setup for this, as everything is set up like in the article you sent. Although this seems to be the setup only for the customer side.
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