31 May
2013
31 May
'13
5:27 p.m.
I'm not sure if I understand your question correctly, so do correct me if I misunderstood. Agents may reply to tickes over e-mail, keeping the ticket number in the subject line, but the articles will get appended to the ticket just like regular answers from customers. If you need to identify these e-mails as agent responses, or even perform further actions on the ticket, maybe you could use the Agent Email Interface add-on [1]. I haven't installed or used it, but it does look interesting. -alf delgado