Replying to help desk tickets via email

[vidwhal]

Hi,

When replying to an auto email from the help desk, it isn't adding the reply to the ticket notes.
I've made sure I'm inserting the response above the text "### Everything above this line is added to your ticket ###". Is this defaulted to be working 'out of the box' or is there a specific setting to enable this functionality.

Thanks 🙂

Jason

[pryan67]

That should be working out of the box, unless the subject has been changed, but then that would create a new ticket by default.

can you post a screen shot of your settings under helpdesk settings --> email settings