I’m wondering if there’s any way of sending an email to the contact when you select a specific 'Ticket Issue Type, eg. When the issue type is ‘Chargeable’ that it sends a generic email to the customer if he/she wants to go ahead with the support.
This is possible using Ticket Automations. There are multiple ways to set this up. One point I will highlight is in the Ticket Automations for the “Email Customer” Action, make sure to include this in the Subject:
This way when the user replies, it will update the existing ticket. Here is a sample screenshot on one of the ways to build the automation.