When SW Tickets sends a ticket notification, reply to that message to continue the existing conversation. Keep the ticket reference in the email subject and avoid starting a separate email thread for the same issue.
Your reply should be added to the existing ticket rather than creating a duplicate request.
If you need help with a different issue, create a new ticket instead. This keeps each support history focused and easier to manage.
Replying to a ticket by email
Continue an existing ticket from an SW Tickets email notification.
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