How to insert a customer reply?

[srumberg]

Version of script: 2.4.2
What terms did you try when SEARCHING for a solution: insert message

Is there a way for the admin to insert a customer reply into a ticket?

For example:
1. a ticket has been created and the most recent message is from the Admin to the Customer.
2. Customer replies by emailing to My_direct_email@mydomain.com instead of Support@mydomain.com. Oh no -- the reply has bypassed HESK and does not get inserted into the ticket!
3. Before replying, I want to insert the customer's message into the ticket so that the conversation chain is preserved.

I thought of forwarding their email from my Inbox to the HESK email address but I think that will create a new ticket rather than append their message to the existing ticket.

[Klemen]

The only way to do that would be to insert the message through the customer interface (helpdesk/ticket.php).