Update Ticket Via Email
To update a ticket by email, you simply need to reply to the update notification you received.
You’ll notice the section that says “In replies all text ABOVE this line is added to the ticket”. As long as your response is above that section it will be added to the ticket. Any changes you make below that line will be ignored.
Any email attachments or embedded images will be added as attachments to the ticket.
Update Ticket Via Helpdesk Portal
Updating a ticket from the helpdesk portal is just as easy as with email. Simply enter your comments in the text box, attach any desired files, then click the submit button.