When an Agent replies to your ticket, you should normally receive an email update.
To reply to this, you can either:
- log on to the Portal and submit a comment using the web form or;
- reply to the email with your comment.
The text in the email can be a little misguiding and make it look like the reply should be typed directly above "##- Please type your reply above this line -##" - which actually causes the whole email chain to be added in your comment and makes it difficult for the Agent to decipher.
To add a comment via email, simply just reply to the email as you normally would, at the top: