Peter Griffith

This says it's planned but the last official comment from Christian Colding gives the impression that it really isn't. Could someone clarify?

Wonderful!

Hi Christian,

Perhaps the text should read something like this: "Please note that replying to this email will raise a new ticket: if you would like to reply to the Help Center thread, you can access it *here* (link)".

+1, replying to a forum post should not raise a new ticket. I've never been able to respond to a forum post via email so I think the reply should be bounced with a message that informs the user they need to go through the site. I would actually discourage people from being able to add to a thread via email (despite the convenience to customers), as people might think they have raised a ticket and are responding privately. 

+1!