Johan Allard

Thinking about this a little bit more. It would be much, much better to bounce the email with the forum reply. It's just really stupid to change contexts like this. And what are we supposed to do when someone asks a question in the forum reply, should we just ignore the question until it's asked in the forum, to keep with the context. Or should we answer the question, and then ask the customer to re-ask the question we just answered in the forum so that we can keep the forum post reply flowing? This is just a really awkward desicion to open a ticket on a forum reply.

Please at least bounce the reply!

Absolutely agree with this one, and it's happen to myself as well, replying to a forum post on my iPhone and coming back in the office realising I've just opened a ticket for myself.