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Customer interaction starting in a service ticket

Dear experts,

We had defined workflow rules which send an email from a "donotreply" email address to the client each time the ticket's status is changing.

Our client request to enable to his customer to start the first interaction in the ticket by sending a message through a link in the e-mail he is receiving from the workflow rule, or sending back an e-mail from the e-mail he is receiving.

Is there any way this can be done in a standard way?



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