End-users can update an existing support request ticket with a comment by email.
Your email must reference an existing ticket ID, using the proper syntax, in plain text. You must have permission to update the ticket, as the ticket requester, a CC on the ticket, or a member of a shared organization for the ticket.
In your email client, create a new email message or forward an existing email.The email is to the support team. The subject can be anything you want.
At the top of body of the email, enter the ticket ID for an existing support request using the following syntax: