I suggest you ...

Ability to add comments/replies to tickets via email

I know currently you can receive emails whenever a ticket gets comments/replies added to it or something changes (i.e. status) on it. But is there a way to (since you can CREATE tickets via email, and emails are sent out for any updates to that ticket for each user assigned/tied to that ticket) allow users to also REPLY to the ticket emails to add comments to it? i.e. There are some people who *strongly* prefer working using email only (not a website) while others who prefer working on the website via Hesk.

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taka torimoto shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →
declined  ·  AdminMike Koch (Software Developer, Mods for HESK) responded  · 

Currently declining this request due to the security implications described below. If there is a secure way to implement this, it may be reconsidered.

The only issue with this is security. It’s very easy to spoof email headers to make it appear that a staff member replied via email, when in actuality, it was someone else. See http://developers.phpjunkyard.com/viewtopic.php?f=13&t=5339 for more info.

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