Reply from the notification email
Every ticket notification is sent from a reply address unique to that ticket. Hit reply in your normal email client, send it, and your message is appended straight to the ticket thread — no need to open the dashboard just to answer a follow-up question. The person handling your ticket sees your reply the same way they’d see one typed in the dashboard.
When a reply falls back
Forward the notification to someone else, or send from a different address than the one that got the notification, and the reply address won’t recognize it. Heavily altered or stripped messages can also fail the check. When that happens, the message is routed to the support inbox instead of your ticket — nothing is created or appended automatically, and no data is lost, but it won’t show up on the ticket thread. If your reply doesn’t appear on the ticket, reply from the original notification email, or open the ticket in the dashboard directly.
Related: get support.