response included in notification email?

[chuckee]

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reply email, notification email reply contain
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Hi, my guess is that this question is asked a lot. I couldn't find any answer by searching so sorry about this.
I am looking for a ticket solution whereby any responses that written to tickets are actually included in the email that is sent to the customer (rather than the customer just receiving a link they can click on to see the response), and the customer can actually reply to this email with their own response.
I don't think that Hesk can do this from my 30 minutes spent playing around with it.
If that is indeed the case, then Hesk wouldn't be suitable for our site. Most of our 'tickets' will simply be very short sales questions, and making the customer visit a site just to see any responses and then fill in a form to reply is not the sort of flow we're looking for
Of course, your software is free and the features that have been added are so well done I still cannot believe the generosity even now.
I was just wondering if anyone knows of any software that has this functionality that we need.

Many thanks!
Charlie