Possible for staff to reply to ticket by email? (Instead of logging into admin)

[hstraf]

Version of script: v2.8.2

Hello, I am wondering if it's possible for any staff member to reply to an existing ticket using their email program.. instead of having to login to the admin area.

For example, customer submits a new ticket reply and an email notification is sent to staff who is assigned to the ticket.

We would like the staff person to be able to reply to the ticket just by clicking reply in their email program and sending a reply. So they don't have to login to the HESK admin software on our server. Can HESK determine the staff member's email, and the tracking code from the subject, and add their reply as the staff member to the ticket?

Is that possible?

Thanks!

[Klemen]

Unfortunately no, that's not possible for security reasons. Emails headers are so easily spoofed that there would have to be a more complex mechanism developed to properly authenticate staff when replying to tickets.