Staff email responses to tickets

[TimPSNC]

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Is there a way of modifying Hesk so that staff members can reply to tickets via email, and it tracks it in Hesk (and sends an email to the customer as normal)? I would like senior members of staff to be able to email responses to tickets, rather than have to log in to reply. Currently it sees it as a new ticket, and I have to manually copy over the reply and delete the new ticket.

Thanks

Tim

[Klemen]

This is not supported by HESK nor planned.

The reason is email sender can easily be spoofed and to make this work securely and reliably a complex sender validation system would have to be in place to prevent hackers from sending email responses as staff.