ntozier
Not at all. I had only installed one plugin S3Storage which delivered with 1.11.
So far the adminitrator's reply via email would be handled like a user reply (shows Cc Collaborator on top)
And agents' reply via email would be handled "like" agents' reply via web UI.
The reason I use "like" is that color and name all correct from agents' information. but the ticket status is still open not "answered".
I like to get reply into thread instead of internal discussion, so that is better actually....