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 Monday.com 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.