If a technician replies to a requester, the requester receives an email. If they reply to it, the reply is received by ServiceDesk and added to the request conversation.

But if they just send a reaction in Outlook, eg a thumbs up, ServiceDesk ignores it, and the technician doesn't see it. This could cause problems where the technician has asked for permission to do something. They won't know that the requester has agreed.

Is there a way to get ServiceDesk to accept the reactions? Or to warn the user that their reply has been rejected?