As a user, I should have the option to select whether I can reply to support tickets over email or secure login.
If a ticket doesn't contain sensitive info (username and passwords), then I should be able to receive the contents of that communication over email and reply right from email.
As it currently stands, users must log into the portal to reply to support tickets because MacStadium assumes that all ticket contents contain sensitive info.
Another customer asking for the ability to reply to/from support messages via email.
I had a support experience over the weekend with Robinhood (a popular stock trading app). Robinhood support emailed back and forth with me. I never had to enter a portal to reply. However, when they needed to share sensitive info w/ me, they used https://www.sendsafely.com/ to require me to MFA login into a separate portal.
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In the past we had the option to mark individual ticket notes sensitive so they would not appear in the emails. When we began to meet security complicance standards, it was decided that nothing could be sent via email. With Jira Service Desk now controlling ticket notification, this might not even be an option as I don't think it supports marking individual notes sensitive.
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