Mark Szemple

I contacted support to see if this feature is available yet and they directed me to this post to upvote and comment as for a use case.

I see that this post was started in 2015 (8 years ago) and there are comments that development is working on it and would be released in a future update.

I'm new to Zendesk coming from Goto Assist Service Desk which I have been using since 2010 and they have that feature.

As for the use case, there are many times that a ticket is created and instead of the customer or others on the ticket replying to the ticket, they send another email.  I want the information from that email to be added to the ticket as it might be critical for a solution.

With GotoAssist Service Desk, all I had to do was forward the ticket to my own company specific email address with the Ticket Number in the subject and the ticket would get updated.

I work for a software company and this should be a relatively simple solution to do.  Do know why its taking 8 years and still no solution since so many people have asked for this.