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Replying to original emails


Chrisfish

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Hi, I was wondering if it was possible, through configuration or using an addon, to reply to the customer's original email, when using email piping, instead of starting the discussion in a separate email.

Current Example:

  1. Customer sends a support request by email
  2. Email is piped into WHMCS
  3. WHMCS sends a ticket creation notification as a separate email
  4. Any further communication from WHMCS is part of the second email chain

I would like to know if there is a way to set this up so the customer never knows there is a ticket. He sends a request, and any reply from WHMCS comes as a reply to the original email.

I used to use Freshdesk previously, and this is how it used to work.

Thanks,

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