HESK currently does not support replying to tickets by reply

[scanreg]

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Saw this in the hesk help kb:

http://www.hesk.com/knowledgebase/?article=58

"HESK will allow creating tickets from emails, but currently does not support replying to tickets by replying to emails."

I guess I don't understand.

Does this mean that if an email is piped in that it cannot be replied to?

Just trying to understand

Thanks

[Klemen]

It's quite simple actually - you can create a ticket from an email address, but you cannot reply to an email address and have that reply added to the ticket - to reply to a ticket as a customer you need to use the web form.

For example: email is turned into a ticket, staff replies and customer is notified of the reply. If the customer replies to the notification email, a new ticket will be generated and not recognized as a reply.

Version 2.4 fixes that as it allows the customer to reply to HESK emails and email reply will be inserted as a reply to an existing ticket.

[scanreg]

Version 2.4 fixes that as it allows the customer to reply to HESK emails and email reply will be inserted as a reply to an existing ticket.

Ah, I get it, ticket can then be followed up by email replies