​@RSargent 667ba19 sased Thanks for your question. Currently, responding to email using the specific ‘Reply-To’ address is the only method to update the ticket via email. 

Hi ​@RSargent 667ba19 sased,

Thank you for reaching out! I hope you are doing well. To piggyback off ​@RSmith_iiQ, yes, using the ‘Reply-To’ is the only way to update a ticket by email.

Also, if you have an enhancement idea to reply to tickets via email, other than by using the ‘Reply-To’ method, please feel free to visit our Idea Exchange. There, you will want to add any relevant data, including your use case, within your request, and provide screenshots for our team. I have provided a URL to ur Idea Exchange below for your convenience.

https://community.incidentiq.com/ideas

Please let me know if you have any additional questions.

Thank you,

Tyrell T.