Troubleshooting Support Ticket Email Replies from Guests
After applying the 8.1.1 update, support ticket replies from guests by email are being held for manual import.
The template path comparison logic is deficient for non-standard file environments such as Windows IIS servers.
Navigate to Configuration > System Logs > Ticket Mail Import Log.
Click the Ignore & Import button next to the message to be imported to a support ticket.
A hotfix has been created for 8.1.1 only to automatically import email replies from guests: