We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.

Whenever an agent replies to the thread of an already existing ticket from their mailbox, it will be added as a public note on the ticket. 

If the agent sends an email to the support email address as a new thread, it will create a new ticket with the agent as the requestor. 

To append a new email to an existing ticket, include the Ticket ID at the beginning of the Subject line of the ticket in the format, [#{{ticket.id}}].

For example, the agent would have to insert [#1234] to the subject of a new email to append that email into Ticket number 1234.