I suggest you ...

Notification email on reply to ticket email from customer

Hi,
will be great add also an email confirmation for when the customer add a message by reply to the ticket, this help user who don't have internet access to know they reply has been added to a ticket so they not continue to send email.

So customer open a ticket by sending an email, receve the new_ticket.txt email and if client reply to the email after some minutes what i think will be good to see implemented is a new email who alert the customer "Your reply to support request TICKET OBJECT, ID " has been noted. A support member staff will reply as soon as possible".

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