Roger Kirkman

+1 for this functionality.

At my last job, we had the ability to forward an email to the support email address, and if it included the formatted ticket tag in the subject or body of the email, it would be added to the ticket.

So we could reply to the customer from our regular email, CC the support address, add the ticket tag, and the reply would go to the customer and add to the ticket thread.  If the customer does a Reply all, it goes into the support ticket.  If it only came to me, I just forward the email to the Support address and it gets added to the ticket.

This is crucial for maintaining the paper trail of all conversations around the ticket.

Example ticket tag:     [XJ370319]

If you build this, it would also be great to be able to add another tag like [private] to make it an internal comment only, and that it would notify followers of the ticket, but not the customer.