Not to hijack your thread but alternatively I'd like to be able to
have the ability to reply to the requester from the email notification
that I get instead of having to be logged in to Service Desk Plus to do so.
For example, I get a notification in my email that User A is having
problems with his printer. I would then be able to reply to the
notification and it would append to the help desk ticket in SDP. Right
now I see the notification and then I have to go into SDP, then open
the ticket, then hit reply. Its not the end of the world but it would
be a nice shortcut to be able to respond directly to the notification
to the requester.