Hello,

We recently set up eticket system and so far so good, but 1 questions, we want users to use the system when replying to a ticket, but instead many users are just clicking 'reply' to the email they receive when they open a ticket and because of this it is not being entered into the ticket system.  

is there a way to force them to use the ticket system to reply to a ticket? either make their reply email get inserted into the ticket or have an email go back to them saying email not sent, please login to ticket system?

thanks!

John