How do I allow customers to reply to tickets by replying to emails?
To make HESK track customer replies to tickets via emails make sure:
The "From:" email address in HESK settings must be the same as the email address used for piping/pop3 fetching
If you modified email subjects make sure customer emails have this special tag in the subject so HESK can recognize replies:
Note that help desk staff cannot reply to tickets via email; only customers can. Staff needs to use the web-based user interface.