Miguel Reimer

Not having the ability for clients to reply to forum post over email is getting annoying.  I do all my posting from the site so I didn't think to check for this functionality when switching to zendesk helpcenter, but had I known this my recommendation for using zendesk helpcenter would have had this as a big caveat.

As other forum sites support replying by email, its only natural for clients to assume they can here as well.  Unfortunately, all this does is create a suspended ticket in zendesk.  And i'm not entirely sure adding/changing a message to not reply by email will be all that useful as even after explictly telling a client to respond on the site, they responded yet again via email.

This feature is rather important, and if we get more responding by email as community usage goes up, it will turn into a must have due to the added overhead for us and inconvenience for client.

Miguel