Ticketing System

Create a service mail account, using an alias works best IMO.
The service account then takes a paid seat in QB.
Setup the Notification/Subscription.
In Advanced Options, change the From address to the service account.

When Users reply to the email, the response is sent to the service account, which is a forwarder to the support team.

You have to maintain and update that Alias list otherwise it works. 

We also have a link to the ticket in the body that says "Click here to reply" but most Users don't see it.

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Jim Harrison
transparency = knowledge + understanding : The Scrum Dudes
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We ended up running it through the Outlook channel in pipelines using a shared email attached to a service account.  We split our notes onto a child table from the ticket information instead of a tracked text field. 

The user is just for support tickets and we have a pipeline that looks at every email that comes in.  We added a leader to the record number to create ticket number so it could be parsed with an expression in the pipeline.  It looks if there is a ticket number in the header, and if so it updates that record.  If not it creates a record. 

Then we created notifications through the outlook channel in pipelines (mostly to use full html to align with branding).  The notifications all have a line in white text --do not write above this line on reply-- and are exuding everything below that from the body with a regular expression.  We also have a record link and a link to add a note record directly.

It's worked well in testing, and rolled to our users today, so fingers crossed.

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Sean Boat-Moore
Manager SMB Development
Project Management Office and Quality Control
NCR Corporation
sean.boat-moore@ncr.com | ncr.com
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