new ticket creates on email reply to existing ticket

[peters]

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When I receive an email notification that a new ticket was assigned to me i reply to that email but instead of adding my notes to the existing ticket the Hesk creates a new ticket and send a bunch of notifications.
Is it possible to add all notes to the existing ticket on reply?

[Klemen]

In Hesk, only customers are able to reply to tickets via email.

Support staff can only reply using the web interface.