Updating Zendesk Support Requests via Email
Can I update a support request by email in Zendesk?
Yes, you can update a support request by email in Zendesk. Just make sure your email references the existing ticket ID.
To update a request, create a new email or forward an existing one to the support team. At the top of the email body, enter the ticket ID using the syntax: #id ticketnumber. Leave a blank line after the ticket ID, then add your comment. Ensure you have permission to update the ticket, either as the requester, a CC, or a member of a shared organization.
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