Hi guys/gals, 

I'm hoping those of you that use SDP for ticketing can answer a question I have. My company  (2 technicians/ 50 users) is in the process of evaluating SDP for ticketing purposes. So far the software has been great and seems to do just about everything we wanted to do. We were testing out how ticketing works this morning when we ran into a weird issue/function with how replying to a ticket via email works. 

As a technician, when you reply to a ticket via the web interface the requester gets an email containing their reply (this is how it should work). We then tried having a technician respond to a requester via email (Outlook). In this case when they reply, the requester gets an email that states "A technician has updated your case. Click this link to see what they said". We also noticed that in the web interface, email replies to tickets show up as red and web-based replies show up as green. The messages marked as red give you the option to manually forward that message to the end user, but we'd like this to happen automatically. 

Is there any way to make email replies to tickets function the same way as replies to tickets in the web interface? I found a thread on the SDP forums that seemed to indicate this was an ongoing feature request for about 4 years that never really came to fruition. I just wanted to check with current users of this software to see if this is common. My end users aren't the most computer savvy so making them follow a link to view their ticket in the web isn't going to be an option for us. 

Thanks in advance!