If I, as a technician, manually add a note to a request, I can edit it later. If I add a note by sending an email with ##nnn## in the subject line, I can't edit it. It seems to be treated like a reply.

Is there a way to add an editable note to a request by email?

Use case: Someone emails me some information that's relevant to an open request, so I forward it to ServiceDesk, adding ##nnn## to the subject line to direct it to the right request.