When client submits a ticket, I get an email with their message in it. If I respond to that email, my response is entered into the ticket, but my client (ticket submitter) does not get an email response... Is there a way to make this happen?
@com-guy
We don't support responding via email as an Agent at this time. All Responses from Agents must be from within the UI of the helpdesk. If an Agent sends a Response via email it will be threaded through the Ticket but it will be an Internal Note (which is non-visible to Users; only visible to Agents).
Cheers.