reply to new ticket via email?

[quade]

Version: 2.8 (latest)
What terms did you try when SEARCHING for a solution: searched for "reply to new ticket via email" however it omitted most words from search and returned no results

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Our customers are global, so tickets might come in at all hours
While using the web app in core business hours is fine, sometimes at night, we may just want to hit reply on a new ticket on the phone, and send a quick reply via email app

When i tested this it creates a new ticket
Is there a work around, or is it part of roadmap to allow this feature

Its a very feature rich app, very impressed so far, i'm using mods for hesk too, which really helps. would love to see PWA service workers for notifications on the roadmap.

[Klemen]

Correct, staff members cannot reply to tickets via email in Hesk, they need to use the web interface. This is by design; it is very hard to ensure the legitimacy of sent mail. For example, I can easily generate an email that appears to have been sent from your email address.

Making staff replies work would require a robust sender verification system and is not something on the near future roadmap.

[quade]

understood.

The good thing is the responsive version of modsforhesk enables me to click link and reply on my phone
It is quite cluttered, and header takes up a fair bit of space, but its usable.

thanks for a great product, we are hoping it sticks (then we can remove branding etc)