Jean

@Adam, the only "workable" solution we've found is to include a warning in the e-mail that replying doesn't work, and to include a link to the ticket. We too are anticipating this feature, as it will greatly help our customer needs.

Jon Thompson,

While your reply is perhaps a bit hash, I too feel your pain, and I really would like this feature to be implemented.

The fact that one customer support agent says it's not on the roadmap somewhat worries me, but at the same time, this issue seems so easy to fix/implement, that it could be added whenever they feel like it, at least that's what I hope.