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Is there a way of modifying Hesk so that staff members can reply to tickets via email, and it tracks it in Hesk (and sends an email to the customer as normal)? I would like senior members of staff to be able to email responses to tickets, rather than have to log in to reply. Currently it sees it as a new ticket, and I have to manually copy over the reply and delete the new ticket.

Thanks

Tim

This is not supported by HESK nor planned.

The reason is email sender can easily be spoofed and to make this work securely and reliably a complex sender validation system would have to be in place to prevent hackers from sending email responses as staff.