People often reply to a Helpdesk support email (1) using another email address to the one captured for the ticket, or (2) to another of the corporate email addresses (e.g. as I have to set up a Google Calendar event outside of Freshdesk, anyone who replies to an invitation will send an email to joe@bloggs.co.za (my Calendar email address) rather than support@bloggs.co.za). In the case of (2), no ticket is created because the email wasn't sent to the support email address.
Currently the Freshdesk widget in Google Apps Mail shows recent tickets. It would be great if an opened email in Gmail could just be "added to" one of those support tickets directly in the widget.
The current workaround is to create a whole new ticket/contact then merge them etc. which is quite a hassle when the email content might just be a simple "yes" or "thanks".
