Support/Help desk

Hello all!

Apologies if this has been previously covered, I have been searching this forum for a solution but was unable to find exactly what I am looking for, hopefully someone can tell me if this is actually possible or direct me to a solution.

I am wanting to set up a functioning support desk for my clients who will not have a account. Currently I have created a new Support board with all relevant groups, I have also set up Outlook integration where a client can email our support address it will be added as a new ticket on the Support board (which works great).

However, I cannot seem to get the client replies added into the existing support ticket, once they reply it comes in as a new ticket with a new Ticket ID. Please can someone shed me some light on this situation any help will be greatly appreciated.

Hey Mitch! Sorry for the late reply! If you’re still running into these questions, let us know at and we’d be happy to help figure this out together!