When we answer a ticket you get the reply by email, and since 18:26 UTC today you can simply answer that email: your reply joins the ticket as if written in the panel, the ticket reopens, and we are told. The reply address is unique to the ticket (support+…@reply.pingwise.com) and never works as a login. Attachments sent by email are not added to the ticket; put them in the panel.
Also new: Request a feature in the user menu now has a building status, and requests can be marked public so they appear on the roadmap. The Privacy notice was updated the same day to say that Postmark, our email provider, also receives the mail you send to our support addresses, and that mail matching no ticket is deleted within 30 days.