Email response updates ticket

[jm1280]

I have looked around and not seen anything in regards to my question so I thought I would post. If I missed a thread I apologize. When a ticket is created and the agent responds to the end user, they get an email. Is there a way the end user can just respond to the email to update the ticket without having to follow the link to the site to respond? I have configured email fetching but I am not sure this is the same thing. Any help would be appreciated.

[hotwired007]

if your system can create tickets from emails, it will recognise that an email is a reply if the subject has the ticket number in it...

[rangulo]

I think not.

I did a test, answering the mail as a client, but from a different email account, and created another ticket system. The issue contained the # of tickets