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?
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).