Tom Browning

Oscar,

I'm not who you're addressing, but here's our reasons:

1. It is in line with Zendesk support functionality, where agents can act on tickets from their Inbox. The difference between the behavior of Support and Guide confuses users. Even I as an Admin when we tested this assumed replying via email would add a new comment, despite the indications to the contrary in the message, because I'm so used to that behavior.

2. We have some occasional users who don't live in either of these 'modes' but will sometimes want to drop in on a conversation. If they don't have a low-friction way to do so they simply won't, especially in the case of very busy upper management types who live in email.

Thanks,

Tom

A Gmail integration would not be useful for us.

+1, given the way that the Support side of Zendesk works it was my expectation and that of other users that this would work too.

That Zendesk is so inbox-friendly is one of the reasons I like it. But it looks like Help Center has missed out...

Also could do with this adding! As per the above, I can see how it would be done in the theme, but the {{request}} object only exposes a very limited number of properties...

Is there any time frame for new properties to be exposed? If so which should we expect?

We also really need this feature. In other solutions (Freshdesk, for example) it's trivially easy to send an email to an existing ticket.

I can understand not wanting to allow spam in; however could you not just allow a domain to be whitelisted? Or cross reference the email address with the list of end-users and agents with sufficient permissions to update the ticket?