You have to configure imap server for departments (see screenshot) and run cron to get email tickets (see installation instruction)
Tickets will be automatically create when you user sent email to department email address.
Tickets by email support HTML, attachments and images in email content.
(note: only safe HTML tags for text formatting are supported in email tickets, any tags like <script><form><frame> and others are not available )
If you add comment in ticket then use will get notification.
If user reply on your comment by email then new comment will be added to current ticket.
NOTE: in public demo this feature is set off, but you can make request for extra demo where you can test this feature.
Have a questions? Ask your question in comments below: