Ok, so you're saying it works in the way I said it *should* work..
So all your responses are logged under your helpdesk ticket, whether you used email or helpdesk? If so, this is different behavior to what I am seeing.
Also when I get a support email in response to a raised ticket, it comes from "support@eukhost.com". If you send an email to this address, you get the ticket creation notification email in return, so the email you generated from cerberus must have had a different email 'from' address?
When you replied to the ticket in cerberus, did you get the response emailed to you, as well as being logged with the ticket?
When you replied to the ticket by email, was this email logged with the ticket?
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