Request the ability to correspond with customer tickets via email only. Replies from the contact can be delivered to the technicians, but when non-contacts like technicians reply by email to the ticketing system, while the notes update on the ticket, the contact is not notified and there is no automation rule condition for 'ticket notes updated' or 'ticket reply by technician'.

Or the native ability for this by a setting to notify contact (and CCd recipients) when ticket replies occur by email.

Currently only public notes posted from within the web portal/app deliver to the contact.

This is very important to a busy MSP working from native email tools and is found in most other ticketing systems.

Ideally, if an email reply also CCs someone, that person would get added to the ticket for future replies.

This would be a low-hanging fruit with great gains for MSPs working from email.

Thank you!